Customer Care Representative

TigerHire; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

Believe is seeking a Customer Care Representative to support TuneCore artists across a wide spectrum, from DIY to career artists, ensuring fast, thoughtful support and a smooth distribution experience.

You will handle inquiries via Email, Social Media, Phone and Live Chat, master Believe and TuneCore systems, and collaborate with partners to resolve issues while maintaining high CSAT. 2+ years in high-volume support required.

Qualifications

• 2+ years in a high-volume support or customer service role.
• Clear, concise, and warm communication, both written and verbal.
• Familiarity with SaaS tools and ticketing systems.
• Knowledge of music/tech industry trends is a plus.

Responsibilities

• Provide top-level support to artists through Email, Social Media, Phone, and Live Chat.
• Master admin and front-end systems to resolve account/release issues.
• Maintain a customer satisfaction score of 85% or higher.
• Handle a high volume of requests (60+ tickets per day).
• Collaborate with external partners to resolve artist issues.

Skills

Customer support

High-volume support

Communication skills

Empathy

Multichannel

Tools

Zendesk

Slack

Google Suite

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

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.

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.