LOCATION: Remote (must be located in New York)

COMP: $40,000 - $50,000 base, full time with 90-day temp to hire start.

HOURS:  Full time 

THE COMPANY’S MISSION: DistroKid is a service for musicians that puts your music into online stores & streaming services.

WHY THIS ROLE EXISTS: CSAs exist to help and support our artists and stores. CSAs aid the artists through our process during the exciting times that they are going through. CSAs surprise, delight and support our artists and store-partners, remembering that the little things are the big things.

OUTCOMES: Competently and quickly answer inbound artist emails, troubleshooting and researching unique problems when necessary while making each interaction a net-positive to our customer’s day. Identifying and assessing customers’ needs to achieve satisfaction. Answer artist and store questions regarding their accounts, album uploads, etc.

• Average 150 emails per day, primarily using TextExpander “snippets” with added personalization.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

Email stores re: artist pages/releases when necessary

Album review - Ensure uploads meet store style guide requirements

—3 months: You are competently and quickly answering 150 inbound artist emails a day.

—6 months: You are up to 200 artist emails a day and perhaps helping with some album review duties.

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

REQUIRED SKILLS + COMPETENCIES:

—Perfect written English

—Strong, professional, communication skills: verbal, written

—Strong research skills: able to find solutions to problems

—Relatively tech savvy: setting up email accounts, switching between different programs

—Accurate typing, 40-60 wpm min.

—Understands, or can quickly learn: Desk.com (CMS), ZenDesk, Chrome, Slack, Text Expander (software).

REQUIRED QUALITIES:

—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

—Enjoys making others happy

—Attention to detail

—Positive attitude