Customer Care Supervisor at Believe

Chennai, tamil nadu, India -

Full Time

Start Date

Immediate

Expiry Date

19 May, 26

Salary

0.0

Posted On

18 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Management, Coaching, Performance Monitoring, Quality Standards, SLA Compliance, Escalation Handling, Process Adherence, Knowledge Management, Problem Solving, Communication, Time Management, Prioritization, Ticketing Systems, Google Suite, Slack

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 offers 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. Learn more at www.believe.com Ready to #setthetone with Believe? Job Description As a Supervisor of the Artist Support at TuneCore, you will manage and coach a team of Artist Support representatives (agents) , overseeing their daily performance, quality standards, and SLA compliance. You will conduct regular check-ins, deliver performance reviews, train new hires, and support team members in achieving their individual and team objectives. You will also act as the primary point of escalation for complex and high-impact client issues, guiding your team through client and process-related challenges. In this role, you will ensure that workflows are properly followed, internal knowledge remains up to date, and technical issues are escalated to the appropriate teams when necessary. Additionally, you will collaborate with peers and your manager on continuous improvement initiatives and contribute to cross-functional projects aimed at enhancing the overall client experience and improving product offerings. The role will be reporting to the Artist support leader based in Mumbai Responsibilities include: Monitor team performance, productivity, and quality standards to ensure targets are consistently met Oversee daily workload distribution and ensure adherence to strategy, processes, and SLA requirements Motivate and inspire the team to achieve their goals Maintain up-to-date knowledge of internal processes, product updates, and policy changes Serve as the primary escalation point for complex or high-impact client issues Identify and report technical issues that may impact clients, ensuring proper escalation to relevant teams Provide regular coaching, feedback, and structured 1:1 conversations Deliver bi-annual performance reviews and support individual development plans Assist in recruiting, hiring, onboarding, and training new team members Collaborate with cross-functional teams on special projects and continuous improvement initiatives Attend meetings and maintain flexibility to work across different time zones Identify workflow gaps and propose process optimizations to increase efficiency Lead Team engagement and inclusion initiatives. Qualifications At least 4 years of experience working in an office, customer support, or other customer-facing role.Experience in a tech environment is a plus. Knowledge of the music industry Experience managing small teams of at least 3 people Solution-oriented mindset with strong problem-solving skills and a positive approach Strong communication skills: written, verbal, and interpersonal Time management and workload prioritization skills Ability to work well independently and as part of a team Experience with ticketing systems such as Salesforce, Zendesk, Jira, or similar Proficiency with Google Suite/Docs and Slack Additional Information Benefits @Believe: #Flexibility - Just punch in leaves, not intime and out time #Office perks - a game of foosball, table tennis to bat the afternoon lackluster, free event pass for exclusive and limited shows, music subscription, etc #Wellbeing - Caring by EUTELMED, professionals are at your disposal for advice and support, in your own language and culture #Transperancy – engaged in secondary activity just disclose it to us #Compensation – Tailor made flexi pay plan for tax saving #Sustainability - You can be a part of CSR program, represent yourself as a #shaper and contribute to a better future. Disclosure: Believe strongly promotes equal treatment regardless of race, ethnicity, nationality, gender, sexual orientation, socio-economic status, age, marital or civil partner status, pregnancy or maternity, physical abilities, religious beliefs, political beliefs, or other ideologies. Contract type: Regular

Responsibilities

The supervisor will manage and coach a team of Artist Support representatives, overseeing daily performance, quality standards, and SLA compliance through regular check-ins and performance reviews. This role also serves as the primary escalation point for complex client issues and contributes to continuous improvement initiatives.