Company Description
Founded in 2005, believe is the worldwide leader in digital audio and video distribution for independent artists and labels. It is by combining technological and artistic skills in the service of digital distribution that the Group has based its expertise and has quickly positioned itself as a new player in the music industry landscape.
With more than 1,500 people in 50 countries, the group distributes more than a third of the world's digital music in volume and has achieved an average annual growth of 30% over the last ten years.
Believe's mission can be summed up as: "Best serve and develop all artists and labels with care, transparency, fairness, expertise and innovation, in all local markets around the world".
As a Lead Agent, Artist Support, you will manage a team of Artist Support Specialists, and be responsible for their daily performance. In addition to working directly with TuneCore clients, you will take on escalated and high-impact client support tickets, provide regular team coaching via the team’s quality assurance programs, and deliver performance reviews. You will work collaboratively on continuous improvement projects alongside your Lead Agent peers, and be responsible for training new team members on your squad. You will also have the opportunity to participate in cross functional projects that improve TuneCore’s product offerings and optimize our client experience. Lead Agents must be solution oriented, have strong communication skills, and approach problem-solving with a positive mindset.
Service client emails and phone calls to provide TuneCore platform support
Resolve escalated issues and questions clients have about TuneCore’s products and services
Assist in hiring new team members
Training / onboarding new members of the Lead’s squad
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
Provide reporting on client and product issues
Work with the team on special projects as needed
Report technical and communication issues in order to better service TuneCore artists
Perform other duties as assigned by management
At least two years of experience working in an office and/or customer serviceBA/BS preferred
Strong communications skills: written, verbal, and interpersonal
Working knowledge of Mac and the Microsoft Office Suite
Time management and workload prioritization skills are a must-have
Ability to work well independently, and as part of a team
An understanding of the digital music industry
Fluent in English
Experience with Zendesk is a plus
Experience managing small teams is a plus
