Customer Support Specialist

About the Role

As a Customer Support Specialist at CD Baby, part of Universal Music Group (UMG), you’ll handle complex support inquiries, serving as an escalation point for high-impact issues involving royalties, metadata, distribution workflows, rights management, account configuration, and platform compliance. You’ll be an expert in the independent music ecosystem and CD Baby’s product suite, diagnosing nuanced problems and communicating solutions with clarity and empathy. Reporting to the Customer Support Manager, you’ll collaborate with cross-functional teams to improve workflows, provide insights, and enhance the artist experience.

Responsibilities

• Manage complex customer cases, including revenue issues, delivery failures, content policy blocks, and technical problems.
• Troubleshoot multi-product, multi-stakeholder issues requiring deep system knowledge and cross-team coordination.
• Provide accurate, timely, and empathetic email support aligned with CD Baby’s artist-first values.
• Maintain expert-level knowledge of CD Baby’s products, distribution pipelines, publishing, copyright, monetization, and industry topics.
• Identify recurring issues, workflow gaps, and opportunities for automation or simplification.
• Collaborate on updates to macros, internal SOPs, and customer-facing documentation.
• Partner with Product, Engineering, Digital Operations, and Marketing to resolve escalations involving system bugs, content policy, or distribution exceptions.
• Model best-in-class communication standards and mentor associates through shadowing and guidance.

Qualifications

• 2–4 years of experience in customer support, operations, or technical troubleshooting, preferably in music, tech, SaaS, or digital media.
• Strong analytical and problem-solving skills, with the ability to break down complex issues.
• Exceptional written communication—concise, empathetic, and tailored to artist needs.
• Familiarity with digital music distribution, publishing, copyright, royalties, or DSP ecosystems (a plus).
• Comfort working in ticketing systems and internal tools (e.g., Zendesk, Jira, CRM platforms).
• Detail-oriented, organized, and able to thrive in a fast-paced, high-volume environment.
• Passion for helping independent artists succeed and deep respect for the artist community.

Benefits

• Comprehensive medical, dental, and vision coverage, including 100% coverage for out-patient in-network mental health services.
• Fertility coverage for eligible medical plan participants.
• Wellbeing reimbursements (up to $720/year) for fitness, spa treatments, meal services, travel, etc.
• Student Loan Repayment Assistance and Tuition Reimbursement.
• 401(k) with 100% immediate vesting on the first 5% of contributions, plus additional UMG contributions.
• Flexible Paid Time Off (PTO), 3-weeks PTO for non-exempt employees, 2-weeks paid Winter Break, 10 Company Holidays (including Juneteenth and Wellbeing Day), Summer Fridays, and generous paid parental leave.

Pay

Salary Range: $41,940 - $60,000. The actual base salary depends on factors such as qualifications, experience, skills, education, and location.