Customer Success and Support Specialist (m/f)

To enhance our service to Move Music platform users, we are on the lookout for a new colleague who will care for our clients and, through proactive communication, identify opportunities, problems, and uncertainties, offering them the right help and support. What You’ll Do: As a Support Specialist, your main task will be to act as the key contact person for Move Music platform users, as well as the link between the world of music, DSPs (you’ll learn what that means soon), and our clients, ensuring everything is clearly and promptly resolved. Your responsibilities will include: - Providing prompt, accurate, and friendly support to users via email, chat, and different tools, including Zoho CRM Suit - Enhancing and maintaining customer satisfaction with our services, with the ultimate goal of positively impacting client success - Troubleshooting and resolving technical issues related to music uploads, metadata, royalties, and more - Supporting clients and the team by ensuring timely exchange of data and all necessary information, along with operational and administrative processing - Communicating with DSPs to resolve distribution issues and ensure timely releases - Contributing to our knowledge base and FAQs, helping users find answers to common questions - Participating in continuous training and development to stay updated on the platform and industry trends

What We’re Looking For: - Excellent communication skills in English (both written and verbal) - Experience in customer support, preferably in a tech-related field. You understand what “customer experience” means and have a natural talent for client relations - Ability to prioritize tasks and manage time effectively in a fast-paced environment. You have over a year of experience in customer support, administrative, or organizational roles - Problem-solving skills with attention to detail - You’re experienced in using technology and eager to learn new tools – we use advanced IT tools like Zoho CRM, task management systems, and more - A positive attitude and a team player mentality. You’re an excellent communicator, easily adaptable to different users, and you understand that it’s not just about “what” you say, but also “how” you say it