Associate, Client Support - Distribution

fuga hoteles; Los Angeles (CA); Hybrid; USD 45,000 - 55,000; Full time

Job summary

FUGA, a Downtown Music company, seeks a hybrid Client Support professional in Los Angeles to be the first contact for clients and DSPs. You will email support via Zendesk, troubleshoot issues, and collaborate with global teams to improve products. A data-driven, detail-oriented attitude and fluency in English are essential.

You will create documentation, test bug fixes, and participate in agile workflows, helping ensure a high-quality client experience across markets.

Qualifications

• Experience in a client-facing role in a music distribution or music tech company.
• A clear passion for music and an affinity with the online music industry.
• Data driven - knows how to analyse data and put this to use to benefit efficiency.
• Customer and detail-oriented.
• Strong communication skills on an international level.
• An analytical approach to problem solving.
• Desire to work in a tech-savvy environment and develop new skills.
• Hard-working, organised and able to prioritise multiple tasks.
• Operates well in a team and is comfortable working with an agile management process.
• Excellent written and verbal communication skills in English.
• Fluency in other languages (Dutch, Spanish, German, etc.) are a big plus

Responsibilities

• First point of contact for our clients and digital service providers
• Provide email support via Zendesk
• Investigate, troubleshoot and solve technical and content-related issues
• Escalate issues where appropriate and communicate effectively with the Client Support and Operations teams in our offices around the world
• Create support documentation, training guides and procedures
• Test software improvements and bug fixes
• Work with our development teams to feedback on internal updates and new features to a wide client base
• Report into the Manager, Client Support

Skills

Client-facing

Music tech

Data-driven

Detail-oriented

Strong communication

Analytical thinking

Tech-savvy

Multitasking

Team player

English proficiency

Multilingual (Dutch/Spanish/German)

Job description

About FUGA

FUGA, part of Downtown Music, is the world’s leading full-service B2B music distributor - providing cutting-edge distribution, technology and marketing solutions to some of the most forward-thinking music companies in the industry. We work with over 800 clients, including Beggars Group, Epitaph, Naxos and Ninja Tune - empowering them to maximise their reach through our award-nominated label services, best-in-class products and industry-leading revenue accounting platform. Downtown is an innovative music and tech company with strong ambitions. Across its four divisions - Distribution, Artist & Label Services, Music Publishing and Royalty & Financial Services - Downtown serves some 4 million artists and 5,000 business clients in 150 countries.

Role Overview

We are currently looking to grow our Client Support team. This is an excellent position for someone looking to develop their career in the music distribution and technology space.

This hybrid role will be based in our Los Angeles office location.

What You'll Do

• First point of contact for our clients and digital service providers
• Provide email support via Zendesk
• Investigate, troubleshoot and solve technical and content-related issues
• Escalate issues where appropriate and communicate effectively with the Client Support and Operations teams in our offices around the world
• Create support documentation, training guides and procedures
• Test software improvements and bug fixes
• Work with our development teams to feedback on internal updates and new features to a wide client base
• Report into the Manager, Client Support

What You'll Bring

• Demonstrable experience in a client facing role in a music distribution or music tech company
• A clear passion for music and an affinity with the online music industry
• Data driven - knows how to analyse data and put this to use to benefit efficiency
• Customer and detail-oriented
• Strong communication skills on an international level
• An analytical approach to problem solving
• Desire to work in a tech-savvy environment and develop new skills
• Hard-working, organised and able to prioritise multiple tasks
• Operates well in a team and is comfortable working with an agile management process
• Excellent written and verbal communication skills in English
• Fluency in other languages (Dutch, Spanish, German, etc.) are a big plus

CAREER DEVELOPMENT / EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, FUGA does not discriminate in employment opportunities or practices on the basis of sex, age, race, color, national origin, sexual orientation, religion, marital status, genetic information, veteran status or disability.

COMMITMENT TO DIVERSITY

FUGA is committed to creating and maintaining a workplace in which all employees have an opportunity to participate and contribute to the success of the business and are valued for their skills, experience and unique perspectives. This commitment is embodied in company policy and the way we do business and is an important principle of sound business management.

ADA POLICY

It is Company policy not to discriminate against qualified individuals with disabilities in regard to application procedures, hiring, advancement, discharge, compensation, training, or other terms, conditions and privileges of employment.Any individual who can be reasonably accommodated for a job, without undue hardship, will be given the same consideration for that position as any other applicant. The People Team is responsible for implementing this policy, including resolution of reasonable accommodation, safety and undue hardship issues.

FUGA provides base salary ranges for all positions located in the United States at the time of posting. The hiring range for this position is $50,000 annually. As a candidate for this position, your salary and related elements of compensation will be contingent upon various factors including, but not limited to, work experience, geographic location and relevant skills. FUGA is committed to providing a comprehensive market-competitive total rewards program for its employees which includes medical, dental, and vision, life insurance, 401(k) match and generous paid time off. This range does not include any other variable compensation components.