Customer Service and Content Operations Assistant

GrowthAssistant, LLC; Philippines; Remote; PHP 290,000 - 424,000; Full time

Job summary

GrowthAssistant connects top marketing and operations talent with fast-growing companies. We are hiring a Customer Service and Content Operations Assistant for an independent music distribution company, handling customer and prospect support, content operations, and platform-mapping requests across YouTube, TikTok, and Meta.

This role follows documented processes with high accuracy, works Pacific hours (with a possible move to Eastern hours), and supports weekly reviews and rights management.

Qualifications

• 2+ years in a T1 customer support role or similar.
• Experience with ticketing systems (Jira preferred).
• Familiarity with YouTube, TikTok, and Meta content guidelines.
• Strong English verbal and written communication.
• Basic to intermediate Google Workspace skills.

Responsibilities

• Respond to client and prospect questions via chat and email.
• Work on support tickets from password resets to complex inquiries.
• Process routine release ingestion, mapping, and platform access requests.
• Handle YouTube channel operations and VEVO-related tasks.
• Process TikTok Official Sound Mapping and Missing Track requests.
• Support artists with name changes and UGC claims.
• Run weekly YouTube SRAV content moderation review.
• Run weekly TikTok and Meta rights reviews and manage takedowns as needed when no proof arrives within 48 hours.
• Escalate flagged issues per rubric.
• Perform ad hoc operations tasks as needed.

Skills

English communication

Attention to detail

Process adherence

Multitasking

Customer focus

Tools

Jira

Content Management System

Google Workspace

Job description

Customer Service and Content Operations Assistant

GrowthAssistant connects top marketing and operations talent with fast-growing companies that depend on great execution to scale. Founded in 2021 and named by Forbes as one of the best startups to work at, we're a permanently remote team that runs on integrity, proactive candor, and a bias toward action — and we prioritize the human experience in everything we do. We hire for skill and for heart, and we invest in our people for the long haul.

The Opportunity

We're hiring a Customer Service and Content Operations Assistant for an independent music distribution company — handling customer and prospect support, processing routine content operations and platform-mapping requests across YouTube, TikTok, and Meta, and running weekly rights-and-claims reviews. This is a Pacific-hours role (with a possible move to Eastern hours once fully ramped) for someone who follows process documentation with high accuracy.

What Your Day-to-Day Will Look Like

• Customer & Prospect Support: Respond to client and prospect questions in a timely manner via chat and email.
• Ticket Resolution: Work support tickets in a ticketing system, from password resets and account assistance to more complex inquiries.
• Release Ingestion & Mapping: Process routine audio and video release ingestion requests, release mapping, and platform access requests.
• YouTube Channel Operations: Handle YouTube OAC upgrades, OAC and VEVO channel merges, and new VEVO artist channel creation.
• TikTok Sound Operations: Process TikTok Official Sound Mapping requests and Missing Track resolution requests from TikTok's music operations team.
• Artist & Claim Support: Handle artist name change and UGC claim support requests.
• Weekly YouTube SRAV Review: Run the weekly YouTube content moderation review: confirm Tier A standing, investigate invalid claims, and release or deactivate flagged assets as needed.
• Weekly TikTok & Meta Rights Reviews: Run the weekly TikTok MediaMatch ownership review (Conflicts tab) and Meta Rights Manager review (Action Items tab), emailing group admins about disputed releases and actioning takedowns or bans at reviewer discretion when no proof arrives within 48 hours.
• Escalation: Escalate flagged conflicts, content issues, or discretion calls that fall outside the written rubric to the appropriate team member.
• Ad Hoc Operations: Perform ad hoc administrative and business operations tasks as needed.

What You Bring

• Support Experience: 2+ years of experience as a T1 customer support specialist or in a similar role.
• Systems Experience: Experience with ticketing systems (Jira preferred) and proprietary content management systems.
• Platform Guidelines: Familiarity with YouTube, TikTok, and Meta content moderation guidelines.
• Communication: Strong English verbal and written communication skills.
• AI Tool Knowledge: Working knowledge of AI platforms such as ChatGPT, Claude, and Gemini.
• Google Workspace: Basic to intermediate Google Workspace skills (Sheets, Docs, Slides).
• Process Accuracy: Demonstrated ability to follow role-related process documentation with high accuracy.
• Schedule: Ability to work Pacific (PST) hours.

Bonus Points if:

• You have experience with Slack and Gmail for internal communication.
• You have worked within the music or entertainment industry.
• You're familiar with the independent music industry or content distribution platforms.
• You can handle multiple operational workflows simultaneously.

What We Offer

At GrowthAssistant, you aren't just joining a company; you're joining a movement to redefine how the world's best brands scale. We believe that the right talent, placed in the right role, changes everything — and that starts with how we take care of you.

We support your life inside and outside of work with a comprehensive benefits package:

• Fully Remote: 100% Remote work environment, never fight traffic again
• Health Coverage: HMO (depending on location) after 90 days of service
• Time to Recharge: 7 Paid Holidays and up to 6 PTO days per year
• Family First: Parental leave after 1 year of service

We offer additional incentives for go-getters and proven performers!

• Anniversary bonus ($100 at 1 year; $200 at 2 years)
• Earn a $300 referral bonus for each candidate you refer who is successfully hired, and $500 when you help us identify and close a new opportunity with your client

Join our 100% remote global team today, and grow with GrowthAssistant!

GrowthAssistant is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business need.