JOB TITLE: Customer Service Associate (Artist Relations)

LOCATION: Remote (Must be based within the Greater Seattle area)

HOURS: Full-time (5 days per week, can include Saturday and Sunday), Flexible hours.

COMP RANGE: $50K

BENEFITS: 80 hours PTO per year, 401k, medical/dental/vision insurance

DISTROKID'S MISSION: 

DistroKid is a leading provider of SaaS-based software that serves independent musicians and record labels. DistroKid helps more than 350,000 artists with a suite of tools to help them collect revenue from their music, automatically split earnings among collaborators, publish credits and lyrics online, backup music files, procure cover song licenses, build direct relationships with fans, and get their music into major online stores and services worldwide.

WHY THIS ROLE EXISTS: 

The Customer Service Associate's (CSA) main duty is to support our artists and stores. Artists that choose DistroKid rely on CSAs to provide fast and accurate information and answers to their questions, living up to our reputation as the fastest and highest quality distributor in the market today. CSAs support DistroKid's artists by competently and quickly answering inbound artist emails, troubleshooting and researching unique problems when necessary, and making each interaction a net-positive to each artist's day. The CSA will also identify and assess artist needs to achieve satisfaction while enforcing the guidelines and requirements of our partner stores (such as Spotify, Apple, Amazon, YouTube and more).

WHAT'S IN IT FOR ME?:

DistroKid is the new industry standard in digital music distribution. You will be working with leaders of the industry, and be the last step between releases being uploaded to DistroKid, and going to stores.

REQUIRED/PREFERRED EXPERIENCE:

• HS Diploma required
• Customer Service experience preferred, 2+ years
• Ideal candidate would come from one or more of the following industries: Tech, Music, Customer Support

OBJECTIVE OUTCOMES: 

• Meet or exceed daily volume goals (which can average around 150 per day), primarily using TextExpander “snippets” with added personalization

• Answer artist questions within expected SLAs while maintaining accuracy, as measured by random sampling, customer satisfaction scores, and other measurement techniques

• Handle all necessary customer contacts, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

• Email directly with external stakeholders as required (e.g., Spotify, Apple, Amazon, YouTube and more)

• Album review - ensure all uploads meet external stakeholder style guide requirements 

• —3 months in: You are competently and quickly answering 120+ inbound artist emails a day.

• —6 months in: You are up to 180+ artist emails a day and perhaps helping with some album review duties.

• —12 months in: Great understanding of the business, able to help with album review and jump in wherever is necessary.

CORE COMPETENCIES:

• Customer Service experience preferred, 2+ years 
• Proficient computer skills: setting up email accounts, switching between different programs, navigating streaming services and apps (e.g., Spotify, Apple, YouTube, etc) 
• Understands, or can quickly learn: Zendesk, Chrome, Slack, TextExpander (software), streaming service CMS (e.g., Spotify, Apple, YouTube, etc)
• Strong research skills: able to independently find solutions to problems
• Must love people: making artists happy they chose DistroKid is our primary goal each and every day

HARD SKILLS

• Strong communication skills: both verbal and written. Spanish and/or Portuguese fluency is a plus!
• Accurate typing, 40-60 wpm

PERSONAL + PROFESSIONAL ATTRIBUTES: 

• Attention to detail
• Positive attitude
• Able to maintain high output with a repetitive workload
• Customer-service, customer-happiness orientated
• Quick learner
• Curious: excited about finding the answer, continues to learn about DistroKid
• Music Industry, and Artist and Customer issues.
• Reliability: working 40 hours per week with good attendance
• Self-starter
• Ability to quickly switch between tasks, in order to best serve the business
• Must love music

OTHER RESPONSIBILITIES:

• Likely some cross-training for Quality Control/Content Operations Agent role