Customer Care Representative - German Speaker (H/F)

As an Artist Support Specialist with TuneCore, you will be supporting a broad spectrum of TuneCore artists from DIY to established, career artists. Our mission is to deliver fast, thoughtful, and high-quality support ensuring a smooth distribution experience for our artists.

- Provide top-level support to our artists through a variety of channels (Email/Social Media/Phone/ Live Chat)

- Master TuneCore’s administrative and front-end systems in order to update and correct account/release issues and facilitate first time success with each new release

- Maintain a customer satisfaction score of 85% or higher

- Handle a high volume of requests, averaging 60+ tickets per day

- Work with external partners (DSPs, payment partners etc) to resolve issues for artists

- Identify and report technical bugs to our product teams

- Offer insights and ideas on process development to help optimize the team’s workflows

- Other duties as required by department leadership

● Fluent in German and English. French is a plus

● At least 2 years of experience working in a high volume support/customer service environment

● Track record of meeting or exceeding quantifiable performance metrics on a regular basis

● Clear, concise, and warm communication, both written and verbal. (Both internally and externally)

● Working knowledge of Mac or Windows, Slack, Google Suite and other common day-to-day SaaS tools

● Proven track record of being transparent, accountable and relentless; exhibiting a true passion for going above and beyond for customers.

● Ability to provide personalized, empathetic support while remaining efficient and maintaining high volume

● Comfortable with change and ambiguity in a dynamic atmosphere

● A professional, consistent, and positive can-do attitude who works well within a team and independently at the same high level

● Knowledge of current music and technology industry trends

● Experience with Zendesk or similar ticketing platforms is a huge plus!

● Experience Technical troubleshooting and bug reporting is also a major plus

SET THE TONE​

​Working at Believe means having individual and collective impact in a fast-growing company!  ​

At all stages of their careers, Believers are an important part of what we are doing: shaping the future of the music industry. ​

We need teams that truly reflect the diversity of our clients: our international presence is an inspiring and enriching work environment for each one of us, with daily opportunities to connect with our colleagues all over the world. ​

​We have two hearts at Believe - our People and our Artists. ​

We believe in THE POWER OF OUR PEOPLE, who grow every day to develop their potential… We aim to provide our Believers with the best environment to thrive. ​

ROCK THE JOB ​

• Tailor-made training and coaching program ​

• Remote working policy​

• A wellness program "Pauses" with many activities and animations in-house​

• Access to Eutelmed, a digital mental health and well-being platform that allows you to speak with an experienced psychologist​

• A healthy and eco-responsible company restaurant​

• Individual or family health insurance​

• CSE benefits ​

• A rooftop​

• A gym with free classes​

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​SING IN HARMONY ​

• Ambassador program: an employee volunteering initiative dedicated to all Believers interested in having a positive impact on Diversity, Equity & Inclusion (DEI), wellbeing and the planet.​

• Implementation of the sustainable mobility package “Forfait mobilité durable” => Reimbursement of up to 600€ for public transport/low carbon footprint​

• 5 calendar days 2nd parent leave with 100% pay (in addition to the legal paternity or adoption leave)​