Role Description 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 Qualifications - 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 Benefits - 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 - 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)

Role Description Seu papel no nosso time: - Encantar no atendimento receptivo, sempre com empatia, atenção e cordialidade; - Usar escuta ativa para entender o que o cliente precisa; - Apresentar soluções inteligentes, com condições e benefícios sob medida; - Conduzir negociações com foco em resolver e gerar satisfação; - Registrar cada atendimento com organização e atenção aos detalhes; - Seguir nossos padrões de qualidade para garantir a melhor experiência. Qualifications - Ensino médio completo - Boa comunicação verbal - Facilidade com tecnologia Requirements - Jornada: 13:40 às 20:00 (ESCALA 6X1) - Salário: R$ 1.621,00 (Bonificação R$ 180,00) Benefits - Vale-alimentação/refeição - Assistência médica - Plano odontológico - Plano de Carreira (Auxílio graduação/pós-graduação e línguas) - Auxílio-creche - Possibilidade de flexibilidade de jornada (conforme operação) - Oportunidades de crescimento

• Provide responsive, high-quality front-line support to customers across chat, phone, and email queues • Respond to general product questions and provide clear, helpful guidance • Assist with core subscription management queries • Troubleshoot foundational technical inquiries and escalate complex issues • Track, document, and report on support interactions within ticketing systems • Uphold established standards for response times and quality of service

Role Description The Customer Service Associate I is responsible for managing daily customer interactions and ensuring a positive customer experience. This role serves as the primary point of contact for customer inquiries and order-related concerns, working closely with internal teams to resolve issues efficiently. The ideal candidate is customer-focused, detail-oriented, and able to thrive in a fast-paced environment. - Respond to approximately 80 customer emails and text messages per day. - Handle time-sensitive inquiries related to payments, account concerns, product or service issues, and troubleshooting with professionalism and urgency. - Develop expertise in customer service tools and platforms, including customer management systems, ordering platforms, payment systems, and ticketing software such as Zendesk. - Collaborate with operations, technical, and other cross-functional teams to resolve customer concerns and service-related issues. - Identify recurring customer concerns and escalate trends to management when necessary. - Process refunds, credits, or promotional offers when appropriate to address customer concerns. - Resolve customer inquiries accurately and efficiently while maintaining a high level of customer satisfaction. - Engage positively with customers and help foster a strong customer experience. Qualifications - 1–2 years of customer service, customer support, or related experience. - Proven ability to provide positive and effective customer support. - Experience working in a fast-paced, rapidly changing environment. - Ability to adapt to ambiguity and changing business needs. - Self-motivated and capable of working independently while meeting daily performance metrics and KPIs. - Strong technical aptitude and comfort learning new systems and software. - Experience using Zendesk or similar customer support platforms is preferred. Requirements - Excellent written communication skills. - Strong problem-solving and critical-thinking abilities. - Ability to multitask and prioritize effectively. - Customer-first mindset with a commitment to delivering exceptional service. - Team player who can collaborate effectively across departments. - Comfortable working in a metrics-driven environment. Benefits - HMO with 1 free dependent upon hire. - Life Insurance. - 20 PTO credits annually. - VL and SL cash conversion. - Annual Performance-Based Merit Increases and Employee Recognition. - Great Company Culture. - Career Growth and Learning. - A laptop will be provided by the company. - Work from home & night shift schedule. - 30,000 php-34,500 php all in.