Customer Support Representative

About Us:

CD Baby, “by artists for artists”. We are the world’s largest digital distribution platform for independent artists. We empower creators to distribute their music on Spotify, Apple Music, Instagram, YouTube, Amazon Music, Pandora, Facebook, TikTok, and 150+ other platforms around the world. We manage the single largest independent sound recording catalog in the music industry and have paid out nearly $1 billion in earnings to independent artists since our inception more than 20 years ago. CD Baby is owned and operated by Downtown Music Holdings.

Join our dynamic team as a Customer Service Representative, where you will play a vital role in supporting independent artists distributed through CD Baby. This unique opportunity will allow you to develop a broad understanding of our operations and directly impact the success of musicians worldwide. You will be trained to ensure the quality of digital releases and provide comprehensive support to artists, helping them navigate our platform and maximize their revenue. This role requires a detail-oriented individual with excellent communication skills and a passion for the music industry.

• The role is full-time and predominantly remote. We welcome applications from candidates only based in Manila, NCR**
  
  
  

What You Do:

• Provide comprehensive customer support to artists, addressing inquiries related to digital distribution, account management, and available services.
• Ensure the accuracy and quality of artist submissions, including metadata, artwork, and audio files, adhering to Digital Service Provider (DSP) policies and guidelines.
• Investigate and resolve customer issues and requests efficiently and effectively, ensuring timely solutions and maintaining high levels of customer satisfaction.
• Maintain thorough records of customer interactions and contribute to the development of resources and processes to improve the overall customer experience.
• Continuously expand your knowledge of the music industry, digital distribution, copyright, and company policies to effectively support artists and internal teams.
  
  
  

Who You Are:

• Minimum of 2 years experience working within the music industry or directly with Digital Service Providers (DSPs) in a customer-facing setting
• Outstanding English communication, both verbal and written, with the ability to interact professionally and empathetically with artists and colleagues
• Strong attention to detail and a commitment to accuracy
• Excellent organizational and time-management skills with the ability to manage multiple tasks and prioritize effectively 1 in a dynamic environment
• A proactive and positive attitude with a strong ability to learn new information quickly
• Proficiency in computer skills and the ability to navigate various software and online platforms
• Familiarity with the music industry, copyright, and digital distribution is advantageous
• Self-motivated and able to work independently while also being a collaborative team player
• You are hard-working, organised and able to prioritise multiple tasks
• You operate well in a team and are comfortable working with an agile management process
  
  
  

In order to provide equal employment and advancement opportunities to all individuals, CD Baby does not discriminate in employment opportunities or practices on the basis of sex, age, race, color, national origin, sexual orientation, religion, marital status, genetic information, veteran status or disability.

Final Notes

• If you are a recruiter, please do not contact us with candidates for this position unless we have engaged with you to do so.