Customer Care Representative

Believe; Mumbai; On-site; INR 290,000 - 424,000; Full time

Benefits offered by this job

Flexibility in leaves

Office perks: games & events

Wellbeing support in local language

Transparency about secondary activity

CSR program - Shaper

Job summary

Believe, a global artist development company, is seeking a Customer Care Representative for TuneCore to support artists from DIY to established. You will handle inquiries across Email, Social Media, Phone, and Live Chat, and work with DSPs and payment partners to ensure smooth distribution and first-time success for releases.

The role requires 2+ years in high-volume support, knowledge of music/tech trends, and strong communication.

Qualifications

• 2+ years in a high-volume support or customer service role.
• Knowledge of current music and technology industry trends.
• Clear, concise, and warm communication both written and verbal.
• Experience with Mac or Windows, Slack, Google Suite, and standard SaaS tools.
• Transparency, accountability and drive to go above and beyond for customers.
• Ability to provide personalized, empathetic support while staying efficient in a high-volume setting.
• Adaptability and comfort with change in a dynamic environment.
• Positive can-do attitude; works well independently and in a team.
• Experience with Zendesk or similar ticketing platforms is a plus.
• Comfort with a 24/7 rotational shift and 5-day work week per roster.

Responsibilities

• Provide top-level support to artists via Email, Social Media, Phone, and Live Chat.
• Master TuneCore’s admin and front-end systems to fix account and release issues and ensure first-time success.
• Maintain a customer satisfaction score of 85% or higher.
• Handle a high volume of requests (60+ tickets/day).
• Coordinate with external partners (DSPs, payment partners) to resolve issues.
• Identify and report product bugs to the team.
• Suggest process improvements to optimize workflows.
• Other duties as required by leadership.

Skills

High-volume support

Music industry trends

Clear communication

SaaS tools

Empathetic support

Tools

Zendesk

Slack

Google Suite

Job description

Company 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#Shaperand 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.

Contract type: Regular