Customer Care Representative

Believe; Maharashtra; On-site; INR 300,000 - 520,000; Full time

Benefits offered by this job

Flexible leave

Office perks

Wellbeing support

Transparency

Sustainability CSR

Job summary

Believe's TuneCore team is hiring a Customer Care Representative to support artists from DIY to established, delivering fast, thoughtful help to ensure a smooth distribution experience.

You will handle inquiries via Email, Social Media, Phone, and Live Chat, resolve account and release issues, and strive for an 85%+ customer satisfaction score in a fast-paced environment.

Qualifications

• At least 2 years of experience working in a high-volume support or customer service environment.
• Knowledge of current music and technology industry trends.
• Clear, concise, and warm communication, both written and verbal (internally and externally).
• Working knowledge of Mac or Windows, Slack, Google Suite, and other common day-to-day SaaS tools.
• Demonstrated transparency, accountability, and a relentless drive, passionate about going above and beyond for customers.
• Ability to provide personalized, empathetic support while remaining efficient in a high-volume environment.
• Adaptable and comfortable managing change in a dynamic work environment.
• Professional, consistent, and positive “can-do” attitude
• Works well both independently and as part of a team.
• Experience with Zendesk or similar ticketing platforms is a plus.
• Be comfortable working in a 24/7 operational environment under a rotational shift and rostering system.
• Be available to work 5 days per week, with working hours and weekly days off determined based on the operational roster.

Responsibilities

• Provide top-level support to artists across Email, Social Media, Phone, and 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.

Skills

Customer service

Communication

High-volume support

Empathy

Team work

Time management

Tools

Slack

Google Suite

Mac/Windows

Zendesk

Ticketing systems

Job description

Believe is a global artist development company. We empower local artists, labels and publishers to grow their audiences at each stage of their careers with expertise, respect, fairness and transparency.

Operating in 50+ countries, with more than 2,000 employees, Believe offers a full range of services including audience development, publishing, marketing and distribution, with a tailor-made approach to fit any artist, label or publisher.

Believe champions independence and innovation through a unique model that combines local expertise with a global tech platform, delivering exclusive solutions for artists to promote and monetize their music thanks to strategic partnerships with leading global digital service providers.

With a leading portfolio of brands that includes Nuclear Blast, naïve, TuneCore, Groove Attack, Sentric, AllPoints and Byond, Believe artists generated more than 800 billion streams worldwide in 2024 across all genres, and were recognized with more than 70 leading industry awards.

Learn more at www.believe.com

Job Description

As an Customer Care Representative 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

• At least 2 years of experience working in a high-volume support or customer service environment.
• Knowledge of current music and technology industry trends.
• Clear, concise, and warm communication, both written and verbal (internally and externally).
• Working knowledge of Mac or Windows, Slack, Google Suite, and other common day-to-day SaaS tools.
• Demonstrated transparency, accountability, and a relentless drive, passionate about going above and beyond for customers.
• Ability to provide personalized, empathetic support while remaining efficient in a high-volume environment.
• Adaptable and comfortable managing change in a dynamic work environment.
• Professional, consistent, and positive “can-do” attitude
• Works well both independently and as part of a team.
• Experience with Zendesk or similar ticketing platforms is a plus.
• Be comfortable working in a 24/7 operational environment under a rotational shift and rostering system.
• Be available to work 5 days per week, with working hours and weekly days off determined based on the operational roster.

Additional Information

Benefits @Believe

• #Flexibility – Just punch in leaves, not in time and out time
• #Office perks – a game of foosball, table tennis to bat the afternoon lacklustre, free event pass for exclusive and limited shows, music subscription, etc
• #Wellbeing – Caring by EUTELMED, professionals are at your disposal for advice and support, in your own language and culture
• #Transperancy – engaged in secondary activity just disclose it to us
• #Sustainability – You can be a part of CSR program, represent yourself as a #Shaper and contribute to a better future.

Disclaimer

Believe strongly promotes equal treatment regardless of race, ethnicity, nationality, gender, sexual orientation, socio-economic status, age, marital or civil partner status, pregnancy or maternity, physical abilities, religious beliefs, political beliefs, or other ideologies.