Customer Support Specialist - New York, 10019

Customer Support Specialist - New York, 10019, United States of America

CD Baby is the worlds largest digital distribution platform for independent artists. For more than 20 years, weve empowered creators to release their music to Spotify, Apple Music, YouTube, Amazon Music, Instagram, TikTok, and 150+ other platforms worldwidepaying out nearly $1 billion in earnings directly to independent artists.

Built by artists, for artists , were a mission-driven, artist-first company, and were expanding our Support team with experienced, detail-oriented problem-solvers who care deeply about helping creators succeed.

How we LEAD:

As a Customer Support Specialist , youll 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.

Youll be an expert in the independent music ecosystem and CD Babys product suite, capable of diagnosing nuanced, multi-layered problems and communicating solutions clearly and empathetically.

Youll 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.

How Youll CREATE:

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 Babys artist-first values.
• Maintain expert-level knowledge of CD Babys 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 Babys 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.