Lead Agent, Artist Support

  • New York, NY, USA
  • Full-time

Company Description

As a Lead Agent, Artist Support, you will manage a team of Artist Support Specialists, and be responsible for their daily performance.  In addition to working directly with TuneCore customers, you will take on escalated and high-impact client support tickets, provide regular team coaching via the team’s quality assurance programs, and deliver performance reviews.  You will work collaboratively on continuous improvement projects alongside your Lead Agent peers and be responsible for training new team members. You will also participate in cross functional projects to improve TuneCore’s product offerings and optimize our customer experience. Lead Agents must be solution oriented, have strong communication skills, and approach problem-solving with a positive mindset. 

Job Description

o   Answer customer emails and phone calls to help them distribute their music, and to use other TuneCore services

o   Resolve escalated issues and questions customers have about TuneCore products and services

o   Deliver bi-annual performance reviews to each member of your team; have regular coaching and 1-1 conversations

o   Work within TuneCore’s administrative system to update and correct account issues; cancel account content as needed

o   Product account management

o   Provide reporting on customer and product issues

o   Work with a team on special projects as needed

o   Report technical and communication issues to better service TuneCore artists

o   Provide regular coaching to the specialists on your team

o   Participate in hiring and training of new squad members

o   Perform other duties as assigned by management

 

Qualifications

·       At least two years of experience working in an office and/or customer service

·       BA/BS preferred

·       Strong communications skills: written, verbal, and interpersonal

·       Working knowledge of Mac and the Microsoft Office Suite

·       Understand the importance of good customer service in-person, via telephone, and via email

·       Manage time effectively and prioritize workload

·       Ability to work well independently, and as part of a team

·       An understanding of the digital music industry 

·       Experience with Zendesk a plus

·       Experience managing small teams a plus

- BA / BS Degree

 

Additional Information

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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