Customer Care Supervisor
Core
Manage and coach a team of Artist Support representatives, oversee daily performance and quality standards, and act as the primary escalation point for complex client issues.
Role type
Senior IC Customer Care Supervisor
Builds
Client support workflows and team performance metrics for music distribution services
Domain
Music industry + Customer Support
Required skills
Team management, performance coaching, SLA compliance monitoring, process optimization, technical issue escalation, recruitment support, cross-functional collaboration, time management
Preferred skills
Music industry knowledge, experience in tech environment
Technologies
Salesforce, Zendesk, Jira, Google Suite, Slack
Responsibilities
Monitor team performance and quality, distribute daily workload, conduct performance reviews and coaching, handle complex client escalations, identify and report technical issues, assist in hiring and training, collaborate on continuous improvement projects
Seniority
Senior, hands-on IC
