HEAD OF LOCAL SUPPORT (CHENGDU - CHINA)

  • CHENGDU, CHENGDU, China
  • Full-time

Company Description

 

Founded in 2005, believe is the worldwide leader in digital audio and video distribution for independent artists. It is by combining technological and artistic skills in the service of digital distribution that the Group has based its expertise and has quickly positioned itself as a new player in the music industry landscape. 

With more than 1,000 employees in 45 countries, the group distributes more than a third of the world's digital music in volume and has achieved an average annual growth of 30% over the last ten years.

believe's mission can be summed up as: "Best serve and develop all artists with care, transparency, fairness, expertise and innovation, in all local markets around the world".

Want to collaborate in a dynamic, entrepreneurial company that puts people at the center of its strategy? believe is for you!

Job Description

Head of Local Support need to manage local support team in China, make sure the step of support team is consistent with the whole company.

Job Duties:

1. Solve Artists & Labels operational issues

2. Monitor team issues assignment and reassignment

3. Ensure all team issues are solved in respect of SLA with top quality communication

4. Ensure that Support processes are followed by the team members

5. Contribute to the knowledge bases to improve the autonomy of our clients and Support members

6. Train and onboard new team member

7. Evaluate OKR and follow-up their career growth

8. Interact with all internal teams: Sales, Finances, Content, Product, Contracts & Rights 

9. Ensure a regular communication to headquarter

10. Improve user experience

Qualifications

1. Experience of managing customer service team

2. At least 3 years’ experience of online customer service

3. Good communication skills with Care, Respect, Empathy

4. Problem solving mindset

5. Product knowledge

6. Passionate about technology

7. Fluent in English/Chinese