Customer Support Manager - UnitedMasters | Translation : Job Details

UnitedMasters is building a marketplace that connects artists, brands, and fans - empowering artists to earn and grow. UnitedMasters has taken the bold step of building a music distribution service that, radically, puts artists first - disrupting the legacy music business by letting up-and-coming artists distribute their music directly to fans through streaming services while maintaining ownership of their master recording rights and up to 100% of royalties. Through the combination of UnitedMasters' music distribution platform and its deep ties to brands, UnitedMasters enables independent artists and change-makers to grow and earn unlike any other platform.

The UnitedMasters team is made up of musicians, marketers, engineers, and storytellers with backgrounds from YouTube, SoundCloud, Pandora, Facebook, Uber, Dropbox, Complex, VICE, and more. We work hand in hand with the award-winning creative teams that forge those innovative partnerships at Translation (our in-house creative advertising agency).

We are looking for a Customer Support Manager to join UnitedMasters! Please note that this is a Hybrid role: three days in office and two days remote.

• Lead cross-functional operators and BPO resources to support our artists across multiple channels.
• Configure workflows for chatbots and AI tools and identify opportunities to resolve common requests through self-service.
• Collaborate with Tech to unify our support resources with the product, offering artists the right help at the right time.
• Own performance metrics, highlight opportunities for improvement and celebrate successes.
• Optimize training and development programs and update our internal and external help centers with best-in-class documentation.
• Manage our customer support software. Ensure operators and customers have the tools they need for success.
• Mentor individual agents and handle escalated support issues.
• Become an expert on UnitedMasters' products and services and act as a resource for artists and colleagues.
• Represent the customer's voice, candidly sharing feedback and insights across the organization to drive improvements in how we serve artists.
• Help to identify and delegate department projects as needed.

• Demonstrated problem-solving ability.
• Excellent communication skills.
• Desire to learn and grow. Capacity to adapt quickly to changing circumstances.
• Proactive leadership that challenges your teammates to get better every day.
• Passion for all things music and culture.
• Conscientiousness, empathy, and a passion for helping artists achieve their goals.

• 5+ years of customer service experience, including 2+ years managing teams in a fast-moving start-up environment.
• Experience designing and implementing AI chatbots/virtual assistants and other automation for maximum ticket deflection.
• Experience partnering with cross-functional teams and stakeholders.
• Experience administering all aspects of Zendesk or similar customer service software, including ticket management, reporting, automation, and help center.

• Experience managing BPO resources across multiple time-zones.
• Experience working with payment systems.
• Experience providing support for a subscription-based service.
• Familiarity with music metadata and the digital music landscape.
• Extensive and up-to-date knowledge of popular music.

Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide (e.g. bonus, stock options, 401(k) match, etc.) Individual pay rate decisions are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company.

The range above is for the expectations as laid out in the job description, however we are often open to a wide variety of profiles, and recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated with you as a candidate.

The salary range above is for the NY/CA. As a company, we have a location-based strategy, which means the salary range could be lower or higher than this if the role is hired in another location.