Customer Success Specialist

Too Lost is a music and technology company, providing SaaS solutions for independent music rights holders. Our distribution and publishing services deliver, monetize and protect songs across the globe for over 450,000+ musicians, record labels, studios, brands, investors, and platforms.

About the role

The Customer Success Specialist plays a pivotal role in delivering exceptional customer experiences while shaping the future of our platform. This is an opportunity for a seasoned support professional to take ownership of complex challenges, influence product improvements, and mentor others—all while making a meaningful impact on both our customers and our internal operations. In this role, you won’t just solve problems—you’ll help define better ways of working, elevate the customer experience, and serve as a trusted voice between our users and product teams.

Responsibilities

• Resolve complex and nuanced customer inquiries that require deep product expertise, critical thinking, and tailored solutions
• Own and continuously refine specific support areas, ensuring accuracy, consistency, and a high standard of service
• Identify patterns in customer feedback, uncover root causes of issues, and proactively surface insights that drive meaningful improvements
• Partner closely with Senior Specialists and leadership to enhance workflows, optimize processes, and influence product evolution
• Mentor and support contractors, helping to elevate team performance and foster a culture of learning and collaboration
• Proactively reduce inbound support volume by improving self-service resources, documentation, and internal tools

Requirements

• 3+ years of experience in customer support or customer success, ideally in a fast-paced or technical environment
• Strong understanding of platform workflows, support tools, and handling complex or edge-case scenarios
• Proven ability to work independently, prioritize effectively, and navigate ambiguity with confidence
• Exceptional written communication skills with a focus on clarity, empathy, and problem resolution
• A proactive mindset with experience identifying trends and driving improvements that enhance the customer experience

Benefits

• Health Insurance — Employer-provided health coverage via Anthem Blue Cross Blue Shield, plus Dental, Vision, and Life Insurance
• Wellness Packages — Up to $100/month toward gym memberships and wellness opportunities
• Free Music Distribution — A free Too Lost account with unlimited music distribution, for life
• Paid Time Off — Two weeks guaranteed PTO plus additional paid holidays
• Events & Discounts — Company-sponsored events and partner discounts
• Flexible Schedule — Flexible hours and remote roles available
• 401(k) Plan — Participation in our available 401(k) plans

Pay

The salary range listed is our anticipated range for this role, but where you land within it depends on your experience, skills, and what you bring to the table. We'll talk about compensation early in our process so we're all on the same page, and if there's a mismatch, we'd rather know sooner than later.