Customer Success Specialist - CS Specialist | Full Time | Jukebox Co. | Remote - Dallas, Orlando/Jacksonville, Denver, or Phoenix | Customer Success |

JKBX (pronounced "Jukebox") is revolutionizing the music industry by offering fans, retail investors, and music lovers the opportunity to invest in music royalties at scale, all within a regulated marketplace. With a team of industry veterans and innovative thinkers, JKBX brings together exceptional songs from renowned artists and labels, allowing everyone to benefit from the power of music royalties.

Overview of the role:

We seek an entrepreneurial-spirited rockstar passionate about delivering best-in-class customer experiences for our first Customer Success Specialist (CSS) role. As a CSS at JKBX, you will wear multiple hats, including educating our customers on our products and handling their inquiries & support needs (via email, chat & voice), troubleshooting issues, and being a conduit for the voice of the customer for our firm. You will also play a key role in establishing our workflows, refining business processes, and providing valuable feedback to Product, Engineering, and other internal partners. In addition, you will play an important role in helping JKBX learn how to service our customers best and support the buildout of our service model while acting as a subject matter expert for our future Customer Success employees.

Note: This is a remote-first role based in any of the following desired geographical locations: Metro Dallas, Orlando/Jacksonville, Denver, or Metro Phoenix

In your first twelve months at JKBX, you will:

• Serve as the first point of contact for customers, delivering timely and professional support via various channels (email, chat, and phone).
• Respond to customer inquiries, troubleshoot issues, and provide accurate and helpful information.
• Escalate complex issues to the appropriate teams and follow up to ensure prompt resolution.
• Maintain a comprehensive knowledge base of JKBX products, services, and industry trends to assist customers effectively.
• Proactively identify opportunities for improvement in our support processes and contribute to enhancing customer satisfaction.
• Document and track customer interactions and issue resolutions using our CRM system.
• Collaborate with cross-functional teams to address customer concerns, provide feedback, and contribute to product improvements.
• Successfully acquire FINRA licensing: SIE, Series 7, Series 9/10, Series 24, and Series 63 licenses, if not already obtained.
• Stay updated on industry developments and product updates to assist customers better.

A little about you:

• Proven experience in a customer support or helpdesk role, preferably in Financial Services or a Fintech startup
• Strong multi-tasking skills and the ability to learn new concepts quickly and then apply them to customer interactions
• Ability to navigate ambiguity and excel with minimal direction
• Excellent communication skills, both written and verbal, with a friendly and empathetic approach.
• Strong problem-solving abilities and a passion for innovation, with a keen attention to detail and the ability to troubleshoot technical issues.
• Ability to work effectively in a fast-paced and dynamic environment, managing multiple priorities.
• Familiarity with support ticketing systems and CRM tools, a plus for experience working with Zendesk
• Flexibility to meet growing needs and work holidays or extra shifts as needed during high demand and volume

Extra Points:

• Experience operating in the Brokerage industry and navigating regulatory rules and Securities Laws
• Active SIE or Series 7/63 license
• Familiarity with customer success platforms and CRM systems

Salary range

The base salary range for this role is $60,000-$75,000. The base salary range represents the anticipated low and high end of the salary range for this position. Actual salaries may vary and may be above or below the range based on various factors, including but not limited to work location, experience, and expected performance. The range listed is just one component of JKBX's total employee compensation package. Other rewards may include annual bonuses and short and long-term incentives. In addition, JKBX provides various benefits to employees, including health insurance coverage, life and disability insurance, a generous 401K employer matching program, paid holidays, encouraged paid time off (PTO), and fertility and family planning support.

Benefits

At JKBX, we care about your well-being. In addition to our competitive compensation and equity packages, our benefits are designed with you in mind. Enjoy top-notch healthcare coverage, dental, and vision plans—all with 100% coverage for you and 80% for eligible dependents. Our partnership with Carrot Fertility ensures inclusive family-forming benefits. Planning for the future? Our 401K program matches 100% of your contributions up to 6%. We value work-life balance and offer unlimited PTO because your time matters. Plus, access HealthAdvocate, One Medical, Teladoc, and Talkspace services. Join JKBX for a healthier, happier you.

About JKBX

Launching later this year, JKBX will bring to market billions of dollars of exclusively licensed catalog, making it the largest music rights platform. For the first time in music history, the fan, the artist, and the record label will be able to own a piece of the same song. In the same way someone today can buy stock in a tech company, they will be able to invest in their favorite song. For more information on JKBX, go to jkbx.com.

Notable investors and shareholders include Galaxy, Valor, Maywic, as well as strategic music industry investors and many others. JKBX partners with top artists and catalogues, including some of the most popular songwriters and artists from the last 4 decades to today, but it is currently a secret. As we get closer to launch, we will start to reveal who they are to those on the waitlist.

JKBX is an equal employment opportunity with a remote-first environment. We cherish diversity. Travel is required occasionally to meet in person and have fun, but you are otherwise working from your home office in your state of residence.