Customer Support Specialist
Core
Handle complex customer inquiries and escalations regarding royalties, metadata, distribution workflows, rights management, and account configuration for independent artists on CD Baby.
Role type
Senior Customer Support Specialist (Escalation & Process Improvement)
Builds
CD Baby digital distribution platform for independent artists
Domain
Music industry, digital distribution, SaaS
Deliverable
client delivery
Required skills
Complex problem-solving, technical troubleshooting, cross-functional coordination, SOP development, data analysis, written communication, ticketing systems proficiency
Preferred skills
Digital music distribution knowledge, publishing/copyright expertise, DSP ecosystem familiarity, Zendesk/Jira experience
Responsibilities
Manage complex customer cases involving revenue issues and delivery failures; troubleshoot multi-product issues requiring cross-team coordination; identify recurring issues and workflow gaps; contribute to improving policies, SOPs, and troubleshooting frameworks; partner with Product and Engineering to resolve system bugs and policy questions; mentor associates and uphold customer experience standards.