Customer care representative

As an Artist Support Specialist with TuneCore you will be supporting a broad spectrum of TuneCore artists from DIY to established career artists. Our mission is to deliver fast thoughtful and high-quality support ensuring a smooth distribution experience for our artists.

- Provide top-level support to our artists through a variety of channels (Email/Social Media/Phone/ Live Chat)

- Master TuneCores administrative and front-end systems in order to update and correct account/release issues and facilitate first time success with each new release

- Maintain a customer satisfaction score of 85% or higher

- Handle a high volume of requests averaging 60 tickets per day

- Work with external partners (DSPs payment partners etc) to resolve issues for artists

- Identify and report technical bugs to our product teams

- Offer insights and ideas on process development to help optimize the teams workflows

- Other duties as required by department leadership

Qualifications :

Fluent in Italian. French or German is a plus

At least 2 years of experience working in a high volume support/customer service environment

Track record of meeting or exceeding quantifiable performance metrics on a regular basis

Clear concise and warm communication both written and verbal. (Both internally and externally)

Working knowledge of Mac or Windows Slack Google Suite and other common day-to-day SaaS tools

Proven track record of being transparent accountable and relentless; exhibiting a true passion for going above and beyond for customers.

Ability to provide personalized empathetic support while remaining efficient and maintaining high volume

Comfortable with change and ambiguity in a dynamic atmosphere

A professional consistent and positive can-do attitude who works well within a team and independently at the same high level

Knowledge of current music and technology industry trends

Experience with Zendesk or similar ticketing platforms is a huge plus!

Experience Technical troubleshooting and bug reporting is also a major plus

Additional Information :

SET THE TONE

Working at Believe means having individual and collective impact in a fast-growing company!  

At all stages of their careers Believers are an important part of what we are doing: shaping the future of the music industry. 

We need teams that truly reflect the diversity of our clients: our international presence is an inspiring and enriching work environment for each one of us with daily opportunities to connect with our colleagues all over the world. 

We have two hearts at Believe - our People and our Artists. 

We believe in THE POWER OF OUR PEOPLE who grow every day to develop their potential We aim to provide our Believers with the best environment to thrive. 

ROCK THE JOB 

• Tailor-made training and coaching program 

• Remote working policy

• A wellness program Pauses with many activities and animations in-house

• Access to Eutelmed a digital mental health and well-being platform that allows you to speak with an experienced psychologist

• A healthy and eco-responsible company restaurant

• Individual or family health insurance

• CSE benefits 

• A rooftop

• A gym with free classes

SING IN HARMONY 

• Ambassador program: an employee volunteering initiative dedicated to all Believers interested in having a positive impact on Diversity Equity & Inclusion (DEI) wellbeing and the planet.

• Implementation of the sustainable mobility package Forfait mobilité durable > Reimbursement of up to 600 for public transport/low carbon footprint

• 5 calendar days 2nd parent leave with 100% pay (in addition to the legal paternity or adoption leave)

We are committed to having a workforce that is representative of the community it serves at all levels of the organisation. We therefore welcome applications from all backgrounds and all sections of the community regardless of age disability gender race religion and sexual orientation.

Remote Work :

No

Employment Type :

Full-time