Artist Support & Escalations Specialist

Universal Music Group; New York (NY); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, vision

Wellbeing reimbursements

401(k) with immediate vesting

Paid time off

Parental leave

Job summary

Universal Music Group in New York is seeking a Customer Support Specialist to handle complex inquiries and act as an escalation point for royalties, metadata, distribution workflows, and rights management. You’ll work with an expert team to diagnose nuanced issues and deliver clear, empathetic solutions to artists.

You will collaborate across teams to refine processes, document solutions, and elevate the artist experience.

Qualifications

• 2–4 years of customer support or related experience.
• Excellent written communication and empathy.
• Familiarity with digital music distribution and DSP ecosystems is a plus.
• Experience with ticketing systems and internal tools.

Responsibilities

• Handle complex customer inquiries and serve as escalation point.
• Troubleshoot issues across royalties, metadata, distribution workflows.
• Provide timely, empathetic email support and maintain up-to-date product knowledge.
• Identify workflow improvements and contribute to SOPs and documentation.

Skills

Customer support

Written communication

Problem solving

DSP familiarity

Attention to detail

Tools

Zendesk

Jira

CRM

Job description

Universal Music Group in New York is seeking a Customer Support Specialist to handle complex inquiries and act as an escalation point for royalties, metadata, distribution workflows, and rights management. You’ll work with an expert team to diagnose nuanced issues and deliver clear, empathetic solutions to artists.

You will collaborate across teams to refine processes, document solutions, and elevate the artist experience.