Customer Service and Content Operations Assistant (Philippines, Remote)

GrowthAssistant, LLC; Philippines; Remote; PHP 2,010,000 - 3,266,000; Full time

Benefits offered by this job

Fully Remote

Health Coverage

Time to Recharge

Parental leave

Anniversary bonus

Referral bonus

Job summary

GrowthAssistant, LLC is hiring a Customer Service and Content Operations Assistant to support an independent music distribution company. You''ll handle customer and prospect inquiries via chat and email, process content operations, and manage platform-mapping requests across YouTube, TikTok, and Meta.

This Pacific-hours role emphasizes strict adherence to process documentation with high accuracy and collaboration with music operations teams.

Qualifications

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

Responsibilities

• Respond to client and prospect questions via chat and email.
• Work on support tickets from password resets to complex inquiries.
• Process routine content operations: release ingestion & mapping, platform access requests.
• Handle YouTube channel operations: OAC upgrades, VEVO channel merges, new VEVO artist channel creation.
• Process TikTok Official Sound Mapping requests and Missing Track resolutions.
• Support artist name changes and UGC claim processes.
• Run weekly YouTube SRAV content moderation reviews and take actions as needed.
• Conduct weekly TikTok & Meta rights reviews and communicate with admins as needed.
• Escalate flagged content issues to relevant teams.
• Perform ad hoc administrative and business operations tasks.

Skills

Support Experience

Systems Experience

Platform Guidelines

Communication

AI Tool Knowledge

Google Workspace

Process Accuracy

Schedule

Tools

Jira

CMS

Job description

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

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.