Are you genuinely passionate about helping artists and their teams thrive in the industry? Do you like working with a small, close-knit team, yet appreciate the room to manage your own time? Are you inspired by the challenge of a fast-paced work environment? If so, you may be the next great addition to our growing team at Stem.
The ideal candidate for this role is patient, empathetic, a master at multitasking, resourceful, laser focused and highly-communicative. We are looking for the best and brightest problem solver who has a positive attitude and can anticipate the needs of our growing user base. Comfort in high-pressure situations, great communication, organization & ability to resolve technical conflicts and meet deadlines are a must. Our users are musicians, producers, video creators, managers, labels and lawyers; you are at the forefront of servicing them, helping troubleshoot issues, answer questions and solve problems clearly, calmly & effectively.
Requirements: * Associate’s or Bachelor’s degree or equivalent experience. Bonus if music-related. * 1+ years Customer Service experience. * Experience in support tools such as Zendesk or demonstrated aptitude for learning new software. * Ability to work within and switch between multiple interfaces while servicing users. * Excellent written & oral communication skills over email & phone. * Exude an approachable demeanor and can-do attitude. * Possess a firm, but affable personality with the ability to get along with a range of personalities from all walks of life. * Must have a proven track record of attention to detail and ability to meet competing deadlines.
Responsibilities: * Provide outstanding service to Stem users (artists, managers, labels, etc.) while respecting data security and sensitive information. * Respond promptly to high-volume user inquiries regarding releases, metadata updates & platform questions. * Communicate with users to identify root cause of support inquiry & provide solutions clearly and calmly. * Manage time to ensure department meets superior service levels to achieve high user satisfaction results. * Interface with Product, Sales & Content Operations teams to gather context around specific users and provide details required to implement product, database & platform-level updates. * Document & maintain detailed information and process notes within internal tools. * Identify successes, opportunities & obstacles that come up via support & share with the team to optimize processes. * Close all loops in a way where the user feels better after the interaction than before they engaged with Stem support. * Proactively communicate internal needs and progress.
Bonus Points If You Are: * Knowledgeable about digital music distribution. * Curious to learn more about the music industry and tech innovations. * Fluent in Spanish.
About Stem: Stem is a distribution & payments solution for artists & their teams. Offering music & video distribution, visualized data, monthly royalty payments, and simplified revenue splits. Stem brings clarity to the complicated process of digital rights management & monetization online.