Stem seeking Artist & Client Support Coordinator (LA)

Posted: December 13, 2018 at 12:24 pm by  Zoë Gholson

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.

Perks:
* Casual office atmosphere.
* Company-wide lunches & team-building activities.
* Equity, medical/dental/vision benefits, 401k matching, student loan paydown.

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.

Please apply here:
https://hire.withgoogle.com/public/jobs/stemis/view/P_AAAAAAEAAGmO4cTmXCBxHu


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