DISTROKID Founded in 2013, DistroKid distributes 30-40% of all new music in the world. They have built their business on providing musicians, managers and record labels with online tools and services that are innovative, easy-to-use, and affordable. More than 2 million artists rely on DistroKid, including hobbyists, up-and-coming musicians, top influencers, and international stars. DistroKid’s expanding array of services include music distribution, monetization, metadata customization, storage, and promotion. DistroKid’s small staff, coupled with a largely automated backend, has enabled DistroKid to process nearly 20 million songs, while simultaneously providing fast, personal & friendly customer service to artists of every size. Also, it’s fun to work here. :)
This role is full time and FULLY REMOTE.
JOB TITLE
Artist Relations Agent - Bilingual English/Spanish
JOB DESCRIPTION
The Artist Relations Agent’s (ARA) main duty is to support our artists and distribution partners. Artists that choose DistroKid rely on the Artist Relations team to provide fast and accurate information, answers to their questions, and solutions to their problems, all while living up to our reputation as the fastest and highest quality distributor in the market today. ARA’s support DistroKid’s artists by competently and quickly answering inbound artist emails, troubleshooting and researching unique problems when necessary, and making each interaction a net-positive to each artist’s day. The ARA will also identify and assess artist needs to achieve satisfaction while enforcing the guidelines and requirements of our partner stores and services (such as Spotify, Apple, Amazon, YouTube and more).
RESPONSIBILITIES
● Meet or exceed daily volume goals (which can average around 100 support tickets per day), primarily using TextExpander “snippets” with added personalization
● Answer artist questions within expected SLAs while maintaining accuracy, as measured by various internal metrics tools, random sampling, customer satisfaction scores, and regular one-on-one supervisor reviews
● Handle all necessary customer contacts, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
● Research, recreate, and surface emerging issues reported by artists to the appropriate internal teams for investigation and resolution.
● Keep apprised of ongoing industry news and trends to maintain functional knowledge used to understand and support DistroKid artists in the appropriate context
REQUIREMENTS
● Bilingual in English and Spanish strongly preferred
● Customer Service experience preferred, 2+ years
● Accurate typing, 40-60 wpm
● Proficient computer skills: managing various accounts and logins, switching between different programs, navigating streaming services and apps (e.g., Spotify, Apple, YouTube, etc)
● Understands, or can quickly learn: MacOS, Zendesk, Google Workspace Apps & Chrome, Slack, TextExpander, Zoom, streaming service frontend and backend/CMS systems (e.g., Spotify, Apple, YouTube, etc.)
● Strong communication skills: both verbal and written. Spanish and/or Portuguese fluency is a plus!
● Strong research skills: able to independently find solutions to problems
● Must love people: making artists happy they chose DistroKid is our primary goal each and every day
● Must love music
DistroKid is an equal opportunity employer.