Lead Agent, Artist Support
Description
- Answer customer emails and phone calls to help them distribute their music, and to use other TuneCore services
- Resolve escalated issues and questions customers have about TuneCore products and services
- Deliver bi-annual performance reviews to each member of your team; have regular coaching and 1-1 conversations
- Work within TuneCore’s administrative system to update and correct account issues; cancel account content as needed
- Product account management
- Provide reporting on customer and product issues
- Work with a team on special projects as needed
- Report technical and communication issues to better service TuneCore artists
- Provide regular coaching to the specialists on your team
- Participate in hiring and training of new squad members
- Perform other duties as assigned by management
- Work on a flux schedule to provide support for our artists over weekend hours.
Requirements
- At least two years of experience working in an office and/or customer service
- BA/BS degree
- Strong communications skills: written, verbal, and interpersonal
- Working knowledge of Mac and the Microsoft Office Suite
- Understand the importance of good customer service in-person, via telephone, and via email
- Manage time effectively and prioritize workload
- Ability to work well independently, and as part of a team
- An understanding of the digital music industry
- Fluent in English, Spanish, French, German and/or Italian
- Experience with Zendesk a plus
- Experience managing small teams a plus
Benefits & Perks
- Medical insurance
- Vision insurance
- Dental insurance
- 401(k)
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TuneCore
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TuneCore is the premier digital music distributor with one of the largest music catalogues in the world. Since its launch in 2006, TuneCore artists have earned over a billion dollars in download and streaming revenue.