Customer Success Manager, Soundbetter
We are looking for a creative, passionate, and experienced Customer Success Manager to join the SoundBetter team within Spotify’s Creator Marketplace organization. The ideal candidate will focus on all aspects of customer support and success, including advising our dedicated Customer Service Associates in serving both providers and clients. We need a Customer Service Manager who can take charge of our Support team and continue encouraging positive relationships with artists. If you know how to find unique ways to take care of customer complaints or concerns and turn those customers into advocates, you’d be a perfect fit for this position.
What You'll Do
- Provide outstanding customer service to artists using SoundBetter and work well with customers daily, responding to their questions and concerns
- Develop effective customer service procedures, set customer satisfaction goals and coordinate with the team to meet them on a steady basis
- Improve customer service experience, build engaged customers and facilitate organic growth
- Take ownership of customers’ issues and follow problems through to resolution
- Get acquainted with SoundBetter’s power providers and buyers, and ensure their retention
- Report on qualitative marketplace health and needs
- Help manage projects that the Commercial Sales team secures by sourcing the right talent, collaborating closely between client & talent, and ensuring great outcomes for business clients
- Maintain accurate records, detail all customer service activities and discussions, and pay via invoicing
- Train new customer service agents
- Stay informed on the latest industry techniques and methods
- Help curate music production professionals, as well as projects posted to the platform
- You have proven experience working in remote customer service (ideally in a senior support role), have domain expertise in music production, and an excellent knowledge of industry trends and techniques in both
- You are proficient with music production workflows and lingo
- You go out of your way to engage and communicate in ways that deliver customer happiness
- An excellent communicator (both written and verbal) and you also demonstrate strong leadership and interpersonal skills.
- Ability to translate your skills and domain expertise to other employees through training and mentoring
- Proficiency in enterprise SaaS CRM/help desk tools (e.g. Salesforce, Intercom, etc.)
- Experience providing support for a services marketplace is a plus
- Able to work in North American Eastern Standard Time (EST) with a team based in New York. If you’re based in NYC, even better!
Spotify transformed music listening forever when we launched in 2008. Our mission is to unlock the potential of human creativity by giving a million creative artists the opportunity to live off their art and billions of fans the opportunity to enjoy and be inspired by these creators. Everything we do is driven by our love for music and podcasting. Today, we are the world’s most popular audio streaming subscription service with a community of more than 299 million users.Show moreShow less