Support Manager

FUGA team

Description

FUGA is currently looking for a Support Manager for our Amsterdam office or London Office to support our international client base. You will join our existing global support team and will be the first point of contact for the record labels and DSP partners that use our software to distribute music and manage their royalty accounting. This is a junior-level position with numerous growth opportunities.
In addition to being a front-facing liaison with partners and clients, your responsibilities will include investigating, solving and escalating issues within our client services team. The main components of the day-to-day are:
  • Being a point of contact for our clients and digital service providers
  • Providing email and phone support where necessary
  • Escalating issues where appropriate and communicating effectively with the other operations teams in our HQ as well as in our satellite offices around the world
  • Providing dedicated support for our royalty accounting application
  • Investigating, troubleshooting and where possible solving technical and content-related issues
  • Creating support documentation, training guides and procedures
  • Testing software improvements and bug fixes
  • Working with our development teams to feedback internal updates and new features to wider client base

Requirements

You are tech-savvy, communicative and have experience dealing directly with clients. Some of the qualities and capabilities required for this role are:
  • Previous experience in a client-facing support role
  • Independent worker / thinker / planner
  • Excellent communication and analytical skills
  • Client-focused mindset
  • Tech-savvy
  • Motivated to develop one’s skills
  • Analytical and investigative
  • Organised and comfortable tracking and prioritising multiple issues
  • Able to work under pressure
  • Comfortable working with AGILE or other backlog management processes/methodologies
We would be thrilled to have someone on board who is passionate about music and has a firm understanding of digital supply chain operations, so please be sure to mention in your Cover Letter if any of these things describe you:
  • Digital operations experience in the music industry
  • Experience working in royalty accounting on either the administrative or technical side
  • Knowledge of how FUGA or a similar music delivery platform works
  • Understanding of music metadata issues
  • Knowledge of YouTube CMS / Content ID workflow
  • Knowledge of the digital music consumer landscape
  • Passion for music overall

How to apply

Apply via link

FUGA logo

FUGA

FUGA is an industry-leading technology and services company for international rightsholders. Connected to over 260 digital service providers worldwide, the FUGA system manages close to 3 million tracks, with up to 2.5 million deliveries being performed every month. FUGA is an independent company, headquartered in Amsterdam, that offers a broad array of services for maximising digital consumption revenues. FUGA is the number one choice for some of the world’s leading labels, management companies and distributors, including Epitaph Records, Ultra Records, Tommy Boy Entertainment, Curb and Domino. FUGA offers best-of-breed digital supply chain services via a flexible platform enabling clients to use different services with distinct DSPs. This enables clients to make the most efficient use of the platform for marketing, licensing, content management, analytics and royalty accounting as their businesses evolve.

Job Details

Posted on Sep 12

Amsterdam or London

Full time

Mid