Senior Customer Care Representative

Location: Mumbai, , India
Department: Other

Job Description

As an Senior Customer Care Representative with TuneCore, you will be supporting a broad spectrum of TuneCore artists from DIY to established, career artists. Our mission is to deliver fast, thoughtful, and high-quality support ensuring a smooth distribution experience for our artists.

• Provide top-level support to our artists through a variety of channels (Email/Social Media/Phone/ Live Chat)
• Master TuneCore’s administrative and front-end systems in order to update and correct account/release issues and facilitate first time success with each new release
• Maintain a customer satisfaction score of 85% or higher
• Handle a high volume of requests, averaging 60+ tickets per day
• Work with external partners (DSPs, payment partners etc) to resolve issues for artists
• Identify and report technical bugs to our product teams
• Offer insights and ideas on process development to help optimize the team’s workflows
• Other duties as required by department leadership

Qualifications

• At least 4 +  years of experience working in a high-volume support or customer service environment.
• Knowledge of current music and technology industry trends.
• Clear, concise, and warm communication, both written and verbal (internally and externally).
• Working knowledge of Mac or Windows, Slack, Google Suite, and other common day-to-day SaaS tools.
• Demonstrated transparency, accountability, and a relentless drive, passionate about going above and beyond for customers.
• Ability to provide personalized, empathetic support while remaining efficient in a high-volume environment.
• Adaptable and comfortable managing change in a dynamic work environment.
• Professional, consistent, and positive “can-do” attitude
• Works well both independently and as part of a team.
• Experience with Zendesk or similar ticketing platforms is a plus.
• Experience with technical troubleshooting and bug reporting is also a major plus.
• Be comfortable working in a 24/7 operational environment under a rotational shift and rostering system.
• Be available to work 5 days per week, with working hours and weekly days off determined based on the operational roster.

Additional Information

Benefits @Believe: 

#Flexibility – Just punch in leaves, not in time and out time  

#Office perks – a game of foosball, table tennis to bat the afternoon lacklustre, free event pass for  exclusive and limited shows, music subscription, etc  

#Wellbeing – Caring by EUTELMED, professionals are at your disposal for advice and support, in  your own language and culture  

#Transperancy – engaged in secondary activity just disclose it to us  

#Sustainability – You can be a part of CSR program, represent yourself as a  #Shaper and contribute to a better future.  

Disclaimer: 

Believe strongly promotes equal treatment regardless of race, ethnicity, nationality, gender, sexual  orientation, socio-economic status, age, marital or civil partner status, pregnancy or maternity,  physical abilities, religious beliefs, political beliefs, or other ideologies.

Company Description

Believe is a global artist development company. We empower local artists, labels and  publishers to grow their audiences at each stage of their careers with expertise,  respect, fairness and transparency. 

Operating in 50+ countries, with more than 2,000 employees, Believe offers a full range of  services including audience development, publishing, marketing and distribution, with a  tailor-made approach to fit any artist, label or publisher. 

Believe champions independence and innovation through a unique model that combines  local expertise with a global tech platform, delivering exclusive solutions for artists to  promote and monetize their music thanks to strategic partnerships with leading global digital  service providers. 

With a leading portfolio of brands that includes Nuclear Blast, naïve, TuneCore, Groove  Attack, Sentric, AllPoints and Byond, Believe artists generated more than 800 billion streams  worldwide in 2024 across all genres, and were recognized with more than 70 leading  industry awards. 

Learn more at www.believe.com