Customer Care Representative at Believe

Ciudad de México, , Mexico -

Full Time

Start Date

Immediate

Expiry Date

07 Jul, 26

Salary

0.0

Posted On

08 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service, Problem-solving, Communication skills, Organizational abilities, Salesforce, JIRA, Google Workspace, Music industry knowledge, Digital platforms, Content management, Royalty reporting, Copyright management, Client support, Technical support, Knowledge management

Industry

Musicians

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 oCers 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 Representative (CCR) acts as the main point of contact for Labels & Artists, managing inquiries related to content delivery, royalties, reporting, and copyright. The role ensures timely resolution of issues, SLA compliance, and maintains high levels of client satisfaction. The CCR contributes to internal knowledge management, promotes client autonomy, and collaborates closely with Sales, Finance, Content, Product, and Contracts & Rights teams to address operational and technical challenges. Main Responsibilities & Qualifications Responsibilities: Resolve client issues in content, royalties, reporting, and copyright, ensuring compliance with SLAs Maintain high levels of client satisfaction through timely and effective support Onboard and train clients on company tools to ensure proper platform usage Contribute to the Support knowledge base to facilitate client self-service and internal efficiency Monitor, report, and escalate feedback or unresolved issues as required Collaborate with cross-functional teams (Sales, Finance, Content, Product, Contracts & Rights) to resolve operational and technical challenges Qualifications Minimum 2 years of experience in online customer service or support Excellent communication skills, demonstrating care, respect, and empathy Strong problem-solving and organizational abilities with attention to detail Solid product knowledge and interest in technology Experience with Salesforce & JIRA is a plus Proficiency in Google Workspace (Docs, Sheets, Slides, etc.) Fluency in [language(s) required]; additional languages are an advantage Familiarity with the music industry and digital platforms is preferred Additional Information SET THE TONE WITH US Working at Believe means having individual and collective impact in a fast-growing company! At all stages of their careers, Believers are an important part of what we are doing: shaping the future of the music industry. We need teams that truly reflect the diversity of our clients: our international presence is an inspiring and enriching work environment for each one of us, with daily opportunities to connect with our colleagues all over the world. We have two hearts at Believe - our People and our Artists. We believe in THE POWER OF OUR PEOPLE, who grow every day to develop their potential… We aim to provide our Believers with the best environment to thrive. ROCK THE JOB Tailor-made training and coaching program Remote working policy A well-being program Access to Eutelmed, a digital mental health and well-being platform that allows you to speak with an experienced psychologist SING IN HARMONY 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. Shaping Together: A Group-wide event focused on volunteerism and community impact We are committed to having a workforce that is representative of the community it serves at all levels of the organisation. We, therefore, welcome applications from all backgrounds and all sections of the community regardless of age, disability, gender, race, religion and sexual orientation. Contract type: Business Consultant (Fixed Term)

Responsibilities

The Customer Care Representative acts as the primary point of contact for artists and labels, managing inquiries regarding content, royalties, and copyright. They are responsible for resolving operational issues, ensuring SLA compliance, and training clients on company tools.