Customer Care Representative - German Speaker (H/F)
Company Description
Before TuneCore, artists needed to be signed to a record label to sell their music online. In 2006, we democratized the industry by partnering directly with digital stores and streaming platforms to enable any musician to sell their songs worldwide while owning 100% of their music. Today, TuneCore is the leading music digital distribution service for independent artists worldwide and headquartered in Brooklyn, NY, TuneCore is owned by Paris-based, global digital music company Believe. The company is one of the fastest growing companies in the music industry and is actively investing in the continued growth of the business. We have made it our mission to best serve artists and labels at each stage of their development in the digital world. We are a company who cares deeply about our people and our creator community, advocating for diversity, equity, and inclusion across all of our platforms and throughout our business. Innovation inspires and pushes us to work hard for our artists, while collaboration drives the way we work; as well as how we approach our company’s social responsibility. Join TuneCore as we embark on the next phase of innovation in the music industry. Lead the team that will bridge artists’ unmet and evolving needs by building the tools and services that they can’t live without and make their lives better.
Job Description
As an Artist Support Specialist with TuneCore, you will be supporting a broad spectrum of TuneCore artists from DIY to established, career artists. Our mission is to deliver fast, thoughtful, and high-quality support ensuring a smooth distribution experience for our artists. - Provide top-level support to our artists through a variety of channels (Email/Social Media/Phone/ Live Chat) - Master TuneCore’s administrative and front-end systems in order to update and correct account/release issues and facilitate first time success with each new release - Maintain a customer satisfaction score of 85% or higher - Handle a high volume of requests, averaging 60+ tickets per day - Work with external partners (DSPs, payment partners etc) to resolve issues for artists - Identify and report technical bugs to our product teams - Offer insights and ideas on process development to help optimize the team’s workflows - Other duties as required by department leadership Qualifications ● Fluent in German and English. French is a plus ● At least 2 years of experience working in a high volume support/customer service environment ● Track record of meeting or exceeding quantifiable performance metrics on a regular basis ● Clear, concise, and warm communication, both written and verbal. (Both internally and externally) ● Working knowledge of Mac or Windows, Slack, Google Suite and other common day-to-day SaaS tools ● Proven track record of being transparent, accountable and relentless; exhibiting a true passion for going above and beyond for customers. ● Ability to provide personalized, empathetic support while remaining efficient and maintaining high volume ● Comfortable with change and ambiguity in a dynamic atmosphere ● A professional, consistent, and positive can-do attitude who works well within a team and independently at the same high level ● Knowledge of current music and technology industry trends ● Experience with Zendesk or similar ticketing platforms is a huge plus! ● Experience Technical troubleshooting and bug reporting is also a major plus Additional Information SET THE TONE Working at Believe means having individual and collective impact in a fast-growing company! At all stages of their careers, Believers are an important part of what we are doing: shaping the future of the music industry. We need teams that truly reflect the diversity of our clients: our international presence is an inspiring and enriching work environment for each one of us, with daily opportunities to connect with our colleagues all over the world. We have two hearts at Believe - our People and our Artists. We believe in THE POWER OF OUR PEOPLE, who grow every day to develop their potential… We aim to provide our Believers with the best environment to thrive. ROCK THE JOB Tailor-made training and coaching program Remote working policy A wellness program "Pauses" with many activities and animations in-house Access to Eutelmed, a digital mental health and well-being platform that allows you to speak with an experienced psychologist A healthy and eco-responsible company restaurant Individual or family health insurance CSE benefits A rooftop A gym with free classes SING IN HARMONY Ambassador program: an employee volunteering initiative dedicated to all Believers interested in having a positive impact on Diversity, Equity & Inclusion (DEI), wellbeing and the planet. Implementation of the sustainable mobility package “Forfait mobilité durable” => Reimbursement of up to 600€ for public transport/low carbon footprint 5 calendar days 2nd parent leave with 100% pay (in addition to the legal paternity or adoption leave) Contract type: Regular