Senior Customer Support Specialist

ROLE DESCRIPTION

We're looking for an experienced senior customer support team member. As a member of the GYROstream distribution team, the role requires the delivery of exceptional customer service to GYROstream and DistroDirect artists/clients, managers, labels, and any customer who uses the service. This role involves resolving inquiries and issues promptly, and assisting customers in navigating our digital music distribution platform and the wider distribution landscape. This is the primary part of the role. Second to this is an in-depth understanding of release processing and delivery through the GYROstream systems and other administrative duties as required to ensure smooth operations of the digital distribution team.

A confident, enthusiastic and results-driven person who thrives on getting the details right and using good processes. You will be required to learn all necessary internal and external systems and tools employed in the business, and keep up to date on DSP metadata standards and style guides related to the delivery of music content.

KEY RESPONSIBILITIES

• Customer Assistance - Achieve an in-depth understanding of music distribution processes, workflows and tools to provide accurate, timely and up-to-date support to all GYROstream / DistroDirect artists and customers.
• Problem Resolution - Investigate and resolve customer issues and work with other departments and teams to ensure swift issue resolution.
• Product Knowledge - Maintain up-to-date knowledge of our platforms and industry trends to effectively guide and educate customers. Provide information on our services, pricing and promotional opportunities. Maximise upsell of all GYROstream products including but not limited to PR, DistroDirect, digital marketing, playlist pitching and publishing administration.
• Documentation - Document customer interactions, issues and resolutions within Freshdesk CRM. Keep accurate records of support tickets and follow-up as needed to ensure customer satisfaction.
• Feedback Collection - Gather and relay customer feedback and suggestions to the appropriate teams. Act as the voice of the customer within the company to help improve our services and products. Improve existing processes and consider how you as an individual can use software and business processes to create more efficient workflows for the team.
• Catalogue ingestion and set up as required - Ensure accuracy and attention to detail when setting up releases and/or making changes to releases - ensure consistency across all systems (eg. Admin suite / Linkfire spreadsheet etc). Ensure a comprehensive understanding of metadata style guides and adhere to these guides for processing new releases on a daily basis. Work autonomously on predetermined weekly administrative tasks to support the distribution team. These may change at any time.
• Report any suspicious or potentially infringing upload activity, or potential fraudulent streaming that may be identified during any of these tasks.
• Phone and in-person customer support as required
• Assist with the training of interns and playlist pitching support as required

KEY FEATURES

• Minimum two years existing customer support knowledge and experience preferred but not essential
• Experience using Freshdesk CMS system or equivalent CMS system within a support team environment preferred
• Possess a positive attitude, passion for life and music, grace under pressure and ability to work in a fast-paced environment and team
• Master of accuracy, attention to detail and the ability to problem solve on the fly to resolve customer issues - all while being able to prioritize, multi-task and delegate.
• Intermediate knowledge of G Suite basic applications such as Sheets and Docs.
• Ability to be adaptable and learn 3rd party softwares essential to artist support processes.

KEY COMPANY VALUES

WHAT WE DO. WE DO WELL

We’re always looking for a better way to get the job done. We challenge prevailing assumptions and suggest better approaches with solutions-oriented thinking. We aren’t stopped by roadblocks rather we think, shift and invent practical solutions. We act with ambition and aspire to continuously learn, grow and strive for excellence. We set ambitious goals and throw everything into achieving them. We celebrate our wins and recognise that through our collective contributions we can share in the value we create.

WE ARE ONE TEAM

We recognise that it will take all of us, working together at 100% to achieve our vision. We know the strongest teams foster diverse personalities, talents and skills and we believe in using our experience to help others achieve their best. We treat our co-workers with honesty, transparency and respect in all situations.

WE CREATE A GREAT ARTIST EXPERIENCE

Serve others as you expect to be served. We believe in serving our artists and customers to the very best of our abilities. Our artists, labels and their musical journey is at the centre of everything we do and we are constantly putting ourselves in our customers shoes. We are driven by commercial outcomes and by building our artist success, we build our own success.

ARTIST SUCCESS IS OUR SUCCESS

We prioritise the artist's journey, ensuring every interaction is meaningful and supportive. We believe by fostering a nurturing environment, we empower artists to focus on their creativity. Our commitment is to provide personalised support, transparent communication and innovative solutions that enhance the release process. We are inspired by our artists and we want to inspire them. We are driven by commercial outcomes and by building our artist success, we build our own success.

APPLY

Please apply through Employment Hero or Swag App include your CV and a cover letter why you feel you're fit for the role and align with GYROstream's company values!

GYROstream is committed to providing equal employment opportunities for all persons regardless of age, disability, national origin, race, colour, religion, sex, sexual orientation, gender identity or expression, pregnancy, veteran or military status, genetic information or any other status protected by applicable federal, state, or local law.