Customer Care & Support Partner

Confidential

NEW YORK

Full Time

Expires On: 05/13/2026

Job Description

Job Description

Company Description

Believe is a global artist development company. We empower local artists, labels and publishers to grow their audiences at each stage of their careers with expertise, respect, fairness and transparency. Operating in 50+ countries, with more than 2,000 employees, Believe covers a full range of services including audience development, publishing, marketing and distribution, with a tailor-made approach to fit any artist, label or publisher. Believe champions independence and innovation through a unique model that combines local expertise with a global tech platform, delivering exclusive solutions for artists to promote and monetize their music thanks to strategic partnerships with leading global digital service providers. With a leading portfolio of brands that includes Nuclear Blast, naïve, TuneCore, Groove Attack, Sentric, AllPoints and Byond, Believe artists generated more than 800 billion streams worldwide in 2024 across all genres, and were recognized with more than 70 leading industry awards. Believe is a simplified joint-stock company under French law.

Ready to set the tone with Believe ?

Job Description

The Customer Care and Support Partner  is the primary operational point of contact for US Labels and Artists, responsible for handling inbound requests and driving end-to-end resolution across distribution operations, royalties/reporting, and rights-related topics.

This role blends structured ticket-based support (triage → resolution → escalation) with customer education and enablement, ensuring customers get timely, accurate answers and can operate autonomously using our tools and resources. 

You will work closely with Label Managers and cross-functional partners to resolve operational issues efficiently, improve the customer experience, and ensure a high standard of support across the partner lifecycle.

Key Responsibilities

1) Case Management & Resolution (Day-to-day Support)

  • Manage customer requests across email and ticketing systems, ensuring clear documentation, correct categorisation, and professional follow-up. 

  • Troubleshoot and resolve common operational issues; coordinate internally to unblock complex cases (e.g., platform/delivery issues, reporting questions, rights-related escalations). 

  • Apply standard workflows, templates/macros, and internal knowledge to deliver consistent, scalable responses. 

  • Identify trends and recurring issues; flag risks and repeated pain points to improve customer experience and reduce repeat contacts. 

2) SLA, Quality, and Customer Experience

  • Prioritise work based on SLA and customer impact; manage workload to meet agreed service expectations (response/resolution discipline) without compromising quality. 

  • Maintain a high standard of written communication: clear, accurate, empathetic, and action-oriented. 

  • Escalate effectively when needed, with  appropriate context, documentation, and recommended next steps to support timely resolution. 

3) Customer Onboarding & Enablement

  • Support onboarding and training for Artists and Labels on Believe's tools, helping partners use the platform effectively and confidently.

  • Contribute to customer education through walkthroughs, FAQs, and other support materials to increase self-serve and reduce avoidable ticket volume.

4) Knowledge Base & Continuous Improvement

  • Create or improve internal/external knowledge articles, templates, and standard operating procedures based on real case learnings. 

  • Share support insights with Product andOperations to help inform process improvements, tooling enhancements, and clearer customer guidance. 

5) Cross-functional Collaboration

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