Customer Care Representative

Believe; Mumbai; On-site; INR 500,000 - 750,000; Full time

Benefits offered by this job

Flexible leaves

Office perks

Wellbeing support

Transparency

CSR program

Job summary

Believe is seeking an Artist Support Specialist for TuneCore in Mumbai. You will deliver high-quality support to a diverse roster of artists across email, social, phone, and live chat, ensuring a smooth distribution experience.

You will master TuneCore systems, resolve account and release issues, maintain a high customer satisfaction score, and collaborate with DSPs and partners to troubleshoot problems, report bugs, and suggest process improvements.

Qualifications

• At least 2 years in high-volume support or customer service.
• Knowledge of current music and technology industry trends.
• Clear, concise, and warm communication, both written and verbal.
• 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.

Responsibilities

• Provide top-level support via Email, Social, Phone, and Live Chat.
• Master TuneCore systems 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

High-volume support

Music industry knowledge

Clear and warm communication

SaaS tools familiarity

Empathy and customer focus

Adaptability

Teamwork

Zendesk experience

Tools

Zendesk

Slack

Google Workspace

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 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 leadershi

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.
• Experience with technical troubleshooting and bug reporting is also a major plus.

Additional Information

Benefits @Believe:

• #Flexibility–Just punch in leaves, not intime 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.

Disclosure:

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.