Music Platform Support Escalation Specialist

600 UMG Recordings Inc; Town of Hempstead (NY); Híbrido; USD 42.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Mental health coverage

Fertility coverage

Wellbeing reimbursements

Student loan repayment

Tuition reimbursement

401(k) with match

Flexible PTO

3 weeks PTO

Winter break

Company holidays

Summer Fridays

Parental leave

Descripción de la vacante

Universal Music Group is seeking a Customer Support Specialist to handle complex inquiries, escalating high‑impact issues around royalties, metadata, and distribution workflows. You’ll become an expert in our product suite and collaborate with cross‑functional partners to improve processes and the artist experience.

You’ll manage cases, troubleshoot multi‑product issues, and communicate empathetically while maintaining up‑to‑date knowledge of pipelines, publishing, and DSP requirements.

Formación

• 2–4 years in customer support, operations, or technical troubleshooting—preferably in music, tech, SaaS, or digital media.
• Strong analytical and problem‑solving skills, with the ability to break down complex issues into clear next steps.
• Exceptional written communication—concise, empathetic, and tailored to artist needs.
• Familiarity with digital music distribution, publishing, copyright, royalties, or DSP ecosystems (a strong plus).
• Comfort working in ticketing systems and internal tooling (e.g., Zendesk, Jira, CRM platforms).
• Detail‑oriented, organized, and able to thrive in a fast‑paced, high‑volume environment.

Responsabilidades

• Manage complex customer cases, including advanced revenue issues, delivery failures, content policy blocks, and technical issues.
• Troubleshoot multi‑product, multi‑stakeholder issues requiring deep system knowledge and cross‑team coordination.
• Provide accurate, timely, empathetic email support that upholds CD Baby’s artist‑first values.
• Maintain expert‑level knowledge of CD Baby’s products, distribution pipelines, publishing, copyright, monetization, and related industry topics.
• Communicate with professionalism, clarity, and empathy in every interaction.
• Identify recurring issues, workflow gaps, and opportunities for automation or simplification.
• Surface actionable insights to the Customer Support Manager, CX Operations Manager, and cross‑functional stakeholders.

Conocimientos

Customer support

Operations

Troubleshooting

Analytics

Email communication

DSP knowledge

Herramientas

Zendesk

Jira

CRM platforms

Descripción del empleo

Universal Music Group is seeking a Customer Support Specialist to handle complex inquiries, escalating high‑impact issues around royalties, metadata, and distribution workflows. You’ll become an expert in our product suite and collaborate with cross‑functional partners to improve processes and the artist experience.

You’ll manage cases, troubleshoot multi‑product issues, and communicate empathetically while maintaining up‑to‑date knowledge of pipelines, publishing, and DSP requirements.