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About the Role
As a Customer Support Specialist, you will handle complex support inquiries, serving as an escalation point for high-impact issues involving royalties, metadata, distribution workflows, rights management, account configuration, and platform compliance. You will be an expert in the independent music ecosystem and CD Baby’s product suite, capable of diagnosing nuanced, multi-layered problems and communicating solutions clearly and empathetically. You will report to our Customer Support Manager and work closely with the rest of the Customer Support team and cross-functional partners to improve workflows, provide insights, and elevate the overall quality and consistency of the CD Baby artist experience.
Responsibilities
- Manage complex customer cases, including advanced revenue issues, delivery failures, content policy blocks, and technical issues.
- Troubleshoot multi-product, multi-stakeholder issues requiring deep system knowledge and cross-team coordination.
- Provide accurate, timely, empathetic email support that upholds CD Baby’s artist-first values.
- Maintain expert-level knowledge of CD Baby’s products, distribution pipelines, publishing, copyright, monetization, and related industry topics.
- Communicate with professionalism, clarity, and empathy in every interaction.
- Identify recurring issues, workflow gaps, and opportunities for automation or simplification.
- Surface actionable insights to the Customer Support Manager, CX Operations Manager, and cross-functional stakeholders.
- Contribute to improving policies, SOPs, and troubleshooting frameworks.
- Maintain expert-level knowledge of CD Baby’s distribution pipelines, monetization, and digital service provider (DSP) requirements.
- Collaborate on updates to macros, internal SOPs, and customer-facing documentation to ensure clarity and accuracy.
- Contribute to support documentation and internal resources (macros, SOPs, training guides).
- Partner with Product, Engineering, Digital Operations, and Marketing to resolve escalations that involve system bugs, content policy questions, or distribution exceptions.
- Participate in case reviews and knowledge-sharing sessions to strengthen Support team expertise.
- Provide insight into recurring customer pain points, workflow gaps, product issues, and documentation needs.
- Model best-in-class communication standards across empathy, clarity, tone, and personalization.
- Mentor associates through shadowing, pairing, and informal guidance as needed.
- Help uphold a culture of continuous learning, artist advocacy, and operational excellence.
- Collaborate with the Customer Support Manager on quality assurance, training opportunities, and improvements to customer experience.
Requirements
- 2–4 years experience in customer support, operations, or technical troubleshooting—preferably in music, tech, SaaS, or digital media.
- Strong analytical and problem-solving skills, with the ability to break down complex issues into clear next steps.
- Exceptional written communication—concise, empathetic, and tailored to artist needs.
- Familiarity with digital music distribution, publishing, copyright, royalties, or DSP ecosystems (a strong plus).
- Comfort working in ticketing systems and internal tooling (e.g., Zendesk, Jira, CRM platforms).
- Detail-oriented, organized, and able to thrive in a fast-paced, high-volume environment.
- A passion for helping independent artists succeed and a deep respect for the artist community.
Skills
- Customer support
- Operations
- Technical troubleshooting
- Analytical skills
- Problem-solving
- Written communication
- Digital music distribution
- Publishing
- Copyright
- Royalties
- DSP ecosystems
- Ticketing systems
- Internal tooling
- Zendesk
- Jira
- CRM platforms
Location
- Remote
Work Type
- Full-time
Experience Level
- Mid-level
Salary/Compensations
- $41,940 - $60,000
Benefits
- Comprehensive medical, dental, and vision coverage
- 100% coverage for out-patient in-network mental health services
- Fertility coverage for eligible medical plan participants
- Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
- Student Loan Repayment Assistance and Tuition Reimbursement
- 401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution
- Flexible Paid Time Off (PTO) for exempt employees
- 3-weeks PTO for non-exempt employees
- 2-weeks paid Winter Break
- 10 Company Holidays (including Juneteenth and Wellbeing Day)
- Summer Fridays (between Memorial Day and Labor Day)
- Generous paid parental leave for every type of parent
About the Company
- We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.
- CD Baby is the world’s largest digital distribution platform for independent artists. For more than 20 years, we’ve empowered creators to release their music to Spotify, Apple Music, YouTube, Amazon Music, Instagram, TikTok, and 150+ other platforms worldwide—paying out nearly $1 billion in earnings directly to independent artists.
- Built by artists, for artists, we’re a mission-driven, artist-first company, and we’re expanding our Support team with experienced, detail-oriented problem-solvers who care deeply about helping creators succeed.
Equal Opportunity
- Universal Music Group is an Equal Opportunity Employer
- We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.
- Please note, UMG is not enrolled in E-Verify in California and New York, and cannot support employment of candidates whose employer must enroll in E-Verify, for example candidates on STEM-OPT.