Customer Support Specialist

Job Summary:

THE ROLE:

Roc Nation is looking for a Customer Support Specialist responsible for providing exceptional support to artists and labels using our music distribution platform. This role involves resolving inquiries, troubleshooting technical issues, and guiding users through the distribution process. The ideal candidate is passionate about music, possesses strong communication skills, and has a knack for problem-solving.

WHAT THIS ROLE WILL DO

• Provide Timely and Effective Support:

  • Respond to customer inquiries via email, phone, chat, and/or ticketing systems in a professional and timely manner.

  • Assist users with onboarding and navigating the distribution platform.

  • Troubleshoot and resolve technical issues related to music uploads, metadata, and platform functionality.

• Educate and Guide Users:

  • Explain distribution processes, platform features, and best practices to artists and labels.

  • Provide guidance on metadata requirements, file specifications, and platform policies.

  • Suggest improvements in knowledge base articles, FAQs, and tutorials.

• Manage and Resolve Issues:

  • Investigate and resolve issues related to content delivery, royalties, and account discrepancies.

  • Escalate complex issues to appropriate teams (e.g., royalties, content operations) for resolution.

  • Track and document customer interactions and issue resolutions.

• Maintain Product Knowledge:

  • Stay up-to-date on platform updates, industry trends, and distribution partner requirements.

  • Provide feedback to product and development teams on user experience and feature requests.

WHAT THIS PERSON WILL BRING

• Experience:

  • Proven experience in customer support, preferably in the music or digital media industry.

  • Familiarity with digital music distribution platforms and processes is highly desirable.

  • Experience with customer support platforms, preferably Zendesk.

• Skills:

  • Excellent written and verbal communication skills.

  • Strong problem-solving and analytical abilities.

  • Strong computer literacy and technical aptitude.

• Knowledge:

  • Understanding of music metadata, audio file formats, and digital distribution best practices.

  • Knowledge of digital streaming platforms (e.g., Spotify, Apple Music, YouTube.

  • Understanding of copyright law, and music publishing is a plus.

• Personal Attributes:

  • Passion for music and the music industry.

  • Patient, empathetic, and customer-focused.

  • Highly organized and detail-oriented.

  • Ability to work in a fast-paced environment both independently and part of a team.

BENEFITS & PERKS

HEALTH: Medical, vision, dental and mental health benefits for you and your family, and Flexible or Health Savings Accounts (FSA or HSA)

YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and floating days

CAREER: Career and skill development programs with School of Live

WEALTH: 401(k) program with company match

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The expected compensation for this position is:

$25.00 - $30.00 per hour

** Pay is based on several factors including market location, qualifications, skills, and experience.

Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa.

EQUAL EMPLOYMENT OPPORTUNITY

We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. 

Roc Nation strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, intersectionality, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. 

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Roc Nation will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Roc Nation also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Roc Nation will also provide reasonable religious accommodations on a case-by-case basis.

HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Roc Nation recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Roc Nation may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms