Customer Support Specialist

This is a Full Time Job

THE ROLE:

Roc Nation is looking for a Customer Support Specialist responsible for providing exceptional support to artists and labels using our music distribution platform. This role involves resolving inquiries, troubleshooting technical issues, and guiding users through the distribution process. The ideal candidate is passionate about music, possesses strong communication skills, and has a knack for problem-solving.

WHAT THIS ROLE WILL DO
• Provide Timely and Effective Support:
• Respond to customer inquiries via email, phone, chat, and/or ticketing systems in a professional and timely manner.
• Assist users with onboarding and navigating the distribution platform.
• Troubleshoot and resolve technical issues related to music uploads, metadata, and platform functionality.
• Educate and Guide Users:
• Explain distribution processes, platform features, and best practices to artists and labels.
• Provide guidance on metadata requirements, file specifications, and platform policies.
• Suggest improvements in knowledge base articles, FAQs, and tutorials.
• Manage and Resolve Issues:
• Investigate and resolve issues related to content delivery, royalties, and account discrepancies.
• Escalate complex issues to appropriate teams (e.g., royalties, content operations) for resolution.
• Track and document customer interactions and issue resolutions.
• Maintain Product Knowledge:
• Stay up-to-date on platform updates, industry trends, and distribution partner requirements.
• Provide feedback to product and development teams on user experience and feature requests.

WHAT THIS PERSON WILL BRING
• Experience:
• Proven experience in customer support, preferably in the music or digital media industry.
• Familiarity with digital music distribution platforms and processes is highly desirable.
• Experience with customer support platforms, preferably Zendesk.
• Skills:
• Excellent written and verbal communication skills.
• Strong problem-solving and analytical abilities.
• Strong computer literacy and technical aptitude.
• Knowledge:
• Understanding of music metadata, audio file formats, and digital distribution best practices.
• Knowledge of digital streaming platforms (e.g., Spotify, Apple Music, YouTube.
• Understanding of copyright law, and music publishing is a plus.
• Personal Attributes:
• Passion for music and the music industry.
• Patient, empathetic, and customer-focused.
• Highly organized and detail-oriented.
• Ability to work in a fast-paced environment both independently and part of a team.

BENEFITS & PERKS

HEALTH: Medical, vision, dental and mental health benefits for you and your family, and Flexible or Health Savings Accounts (FSA or HSA)

YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and floating days

CAREER: Career and skill development programs with School of Live

WEALTH: 401(k) program with company match

The expected compensation for this position is:

$25.00 - $30.00 per hour

** Pay is based on several factors including market location, qualifications, skills, and experience.

Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa.

HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Roc Nation recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Roc Nation may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms