[Hiring] Customer Care Representative - Italian Speaker @Believe

Role Description

As an Artist Support Specialist 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

• Fluent in Italian. French or German is a plus
• At least 2 years of experience working in a high volume support/customer service environment
• Track record of meeting or exceeding quantifiable performance metrics on a regular basis
• Clear, concise, and warm communication, both written and verbal (Both internally and externally)
• Working knowledge of Mac or Windows, Slack, Google Suite and other common day-to-day SaaS tools
• Proven track record of being transparent, accountable and relentless; exhibiting a true passion for going above and beyond for customers
• Ability to provide personalized, empathetic support while remaining efficient and maintaining high volume
• Comfortable with change and ambiguity in a dynamic atmosphere
• A professional, consistent, and positive can-do attitude who works well within a team and independently at the same high level
• Knowledge of current music and technology industry trends
• Experience with Zendesk or similar ticketing platforms is a huge plus!
• Experience in technical troubleshooting and bug reporting is also a major plus

Benefits

• 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
• CSE benefits
• A rooftop
• A gym with free classes