Customer Care & Support Partner

The Customer Care and Support Partner is the primary operational point of contact for US Labels and Artists responsible for handling inbound requests and driving end-to-end resolution across distribution operations royalties/reporting and rights-related topics.

This role blends structured ticket-based support (triage resolution escalation) with customer education and enablement ensuring customers get timely accurate answers and can operate autonomously using our tools and resources.

You will work closely with Label Managers and cross-functional partners to resolve operational issues efficiently improve the customer experience and ensure a high standard of support across the partner lifecycle.

Key Responsibilities

1) Case Management & Resolution (Day-to-day Support)

• Manage customer requests across email and ticketing systems ensuring clear documentation correct categorisation and professional follow-up.

• Troubleshoot and resolve common operational issues; coordinate internally to unblock complex cases (e.g. platform/delivery issues reporting questions rights-related escalations).

• Apply standard workflows templates/macros and internal knowledge to deliver consistent scalable responses.

• Identify trends and recurring issues; flag risks and repeated pain points to improve customer experience and reduce repeat contacts.

2) SLA Quality and Customer Experience

• Prioritise work based on SLA and customer impact; manage workload to meet agreed service expectations (response/resolution discipline) without compromising quality.

• Maintain a high standard of written communication: clear accurate empathetic and action-oriented.

• Escalate effectively when needed with appropriate context documentation and recommended next steps to support timely resolution.

3) Customer Onboarding & Enablement

• Support onboarding and training for Artists and Labels on Believes tools helping partners use the platform effectively and confidently.

• Contribute to customer education through walkthroughs FAQs and other support materials to increase self-serve and reduce avoidable ticket volume.

4) Knowledge Base & Continuous Improvement

• Create or improve internal/external knowledge articles templates and standard operating procedures based on real case learnings.

• Share support insights with Product andOperations to help inform process improvements tooling enhancements and clearer customer guidance.

5) Cross-functional Collaboration

• Work closely with Sales/Account teams to align on customer context and communication.

• Coordinate with internal stakeholders (Finance Content Ops Product Contracts & Rights) to resolve issues and help prevent recurrenceacting as the customers operational advocate.

Qualifications :

• 5 years of experience in content operations digital distribution or label services or a related music operations/support environment

• Strong case management and organizational skills

• Excellent written and verbal communication skills

• Detail-oriented with strong analytical and problem-solving capabilities

• Ability to manage multiple cases in a structured and prioritized manner

• Experience with Salesforce JIRA or ticketing systems is a plus

• Strong proficiency in Microsoft Office tools (Excel Word)

• Familiarity with digital platforms music distribution or rights management is strongly preferred.

• Ability to explain operational or technical issues clearly to non-technical stakeholders

Core Competencies

• Ownership mindset and accountability

• Structured and SLA-driven execution

• Client-centric and solution-oriented

• Process adherence with improvement mindset

• Cross-functional collaboration

• Continuous learning and adaptability

Additional Information :

Salary transparency:

Believe is committed to fair and equitable compensation practices. The base salary range for this position is $59280 - $88920. The final salary offer will be determined by a variety of factors including the candidates relevant experience specialized skills internal equity and specific work location. This range represents our good faith estimate at the time of posting.

Where youll be

This role will be based out of our Brooklyn NY or Nashville TN office. Believe operates on a hybrid model giving our teams flexibility and choice in how they work. Employees have the option to work from our office 8 days per month on a flexible schedule organized at the department level.

Other Duties

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.

Set the tone with us.

Working at Believe means having individual and collective impact in a fast-growing company!

At all stages of their careers Believers are an important part of what we are doing: shaping the future of the music industry.

We need teams that truly reflect the diversity of our clients: our international presence is an inspiring and enriching work environment for each one of us with daily opportunities to connect with our colleagues all over the world.

We have two hearts at Believe our People and our Artists.

We believe in THE POWER OF OUR PEOPLE who grow every day to develop their potential We aim to provide our Believers with the best environment to thrive.

ROCK THE JOB

• Tailor-made training and coaching program

• Remote working policy

• A wellness program Pauses with many activities and animations in-house

• Access to Eutelmed a digital mental health and well-being platform that allows you to speak with an experienced psychologist

• A healthy and eco-responsible company restaurant

• Individual or family health insurance

SING IN HARMONY

• Ambassador program: an employee volunteering initiative dedicated to all Believers interested in having a positive impact on Diversity Equity & Inclusion (DEI) wellbeing and the planet.

• Implementation of the sustainable mobility package Forfait mobilité durable > Reimbursement of up to 600 for public transport/low carbon footprint

• 5 calendar days 2nd parent leave with 100% pay (in addition to the legal paternity or adoption leave)

Remote Work :

No

Employment Type :

Full-time

Experience: years
Vacancy: 1