Customer Support Specialist

Customer Support Specialist

As a Customer Support Specialist, you'll handle our most complex support inquiries, serving as an escalation point for high-impact issues involving royalties, metadata, distribution workflows, rights management, account configuration, and platform compliance.

You'll be an expert in the independent music ecosystem and CD Baby's product suite, capable of diagnosing nuanced, multi-layered problems and communicating solutions clearly and empathetically.

You'll report to our Customer Support Manager, and work closely with the rest of the Customer Support team and cross-functional partners to improve workflows, provide insights, and elevate the overall quality and consistency of the CD Baby artist experience.

Expert Support & Escalation Handling

• Manage complex customer cases, including advanced revenue issues, delivery failures, content policy blocks, and technical issues.
• Troubleshoot multi-product, multi-stakeholder issues requiring deep system knowledge and cross-team coordination.
• Provide accurate, timely, empathetic email support that upholds CD Baby's artist-first values.
• Maintain expert-level knowledge of CD Baby's products, distribution pipelines, publishing, copyright, monetization, and related industry topics.
• Communicate with professionalism, clarity, and empathy in every interaction.

Operational & Process Improvement

• Identify recurring issues, workflow gaps, and opportunities for automation or simplification.
• Surface actionable insights to the Customer Support Manager, CX Operations Manager, and cross-functional stakeholders.
• Contribute to improving policies, SOPs, and troubleshooting frameworks.

Knowledge & Documentation

• Maintain expert-level knowledge of CD Baby's distribution pipelines, monetization, and digital service provider (DSP) requirements.
• Collaborate on updates to macros, internal SOPs, and customer-facing documentation to ensure clarity and accuracy.
• Contribute to support documentation and internal resources (macros, SOPs, training guides).

Cross-functional Collaboration

• Partner with Product, Engineering, Digital Operations, and Marketing to resolve escalations that involve system bugs, content policy questions, or distribution exceptions.
• Participate in case reviews and knowledge-sharing sessions to strengthen Support team expertise.
• Provide insight into recurring customer pain points, workflow gaps, product issues, and documentation needs.

Customer Experience Leadership

• Model best-in-class communication standards across empathy, clarity, tone, and personalization.
• Mentor associates through shadowing, pairing, and informal guidance as needed.
• Help uphold a culture of continuous learning, artist advocacy, and operational excellence.
• Collaborate with the Customer Support Manager on quality assurance, training opportunities, and improvements to customer experience.

Bring Your Vibe:

• 24 years experience in customer support, operations, or technical troubleshootingpreferably in music, tech, SaaS, or digital media.
• Strong analytical and problem-solving skills, with the ability to break down complex issues into clear next steps.
• Exceptional written communicationconcise, empathetic, and tailored to artist needs.
• Familiarity with digital music distribution, publishing, copyright, royalties, or DSP ecosystems (a strong plus).
• Comfort working in ticketing systems and internal tooling (e.g., Zendesk, Jira, CRM platforms).
• Detail-oriented, organized, and able to thrive in a fast-paced, high-volume environment.
• A passion for helping independent artists succeed and a deep respect for the artist community.

Perks Playlist:

Join an entrepreneurial, global organization where authenticity, boldness, creativity, connection, drive, and insight aren't just valuesthey're how we work every day. Here are some of the ways we support you along the way (and just a few of the benefits we offer):

• Comprehensive medical, dental, and vision coverage
• Including 100% coverage for out-patient in-network mental health services
• Fertility coverage for eligible medical plan participants
• Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
• Student Loan Repayment Assistance and Tuition Reimbursement
• 401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution

A variety of ways to prioritize much-needed time away from work including:

• Flexible Paid Time Off (PTO) for exempt employees
• 3-weeks PTO for non-exempt employees
• 2-weeks paid Winter Break
• 10 Company Holidays (including Juneteenth and Wellbeing Day)
• Summer Fridays (between Memorial Day and Labor Day)
• Generous paid parental leave for every type of parent

Check out our full overview of benefits on the Perks Playlist page of the career site.

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change. Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.

Please note, UMG is not enrolled in E-Verify in California and New York, and cannot support employment of candidates whose employer must enroll in E-Verify, for example candidates on STEM-OPT.

For more information, please click on the following links.

E-Verify Participation Poster: English / Spanish

E-Verify Right to Work Poster: English | Spanish

Job Category: Customer Service

Salary Range: $55,000- $75,000

The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job. All candidates are encouraged to apply.