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Customer Care Representative - German Speaker (H/F)

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Company Description Before TuneCore, artists needed to be signed to a record label to sell their music online. In 2006, we democratized the industry by partnering directly with digital stores and streaming platforms to enable any musician to sell their songs worldwide while owning 100% of their music. Today, TuneCore is the leading music digital distribution service for independent artists worldwide and headquartered in Brooklyn, NY, TuneCore is owned by Paris-based, global digital music company Believe. The company is one of the fastest growing companies in the music industry and is actively investing in the continued growth of the business. We have made it our mission to best serve artists and labels at each stage of their development in the digital world. We are a company who cares deeply about our people and our creator community, advocating for diversity, equity, and inclusion across all of our platforms and throughout our business. Innovation inspires and pushes us to work hard for our artists, while collaboration drives the way we work; as well as how we approach our company’s social responsibility. Join TuneCore as we embark on the next phase of innovation in the music industry. Lead the team that will bridge artists’ unmet and evolving needs by building the tools and services that they can’t live without and make their lives better. Job Description As an Artist Support Specialist with TuneCore, you will be supporting a broad spectrum of TuneCore artists from DIY to established, career artists. Our mission is to deliver fast, thoughtful, and high-quality support ensuring a smooth distribution experience for our artists. - Provide top-level support to our artists through a variety of channels (Email/Social Media/Phone/ Live Chat) - Master TuneCore’s administrative and front-end systems in order to update and correct account/release issues and facilitate first time success with each new release - Maintain a customer satisfaction score of 85% or higher - Handle a high volume of requests, averaging 60+ tickets per day - Work with external partners (DSPs, payment partners etc) to resolve issues for artists - Identify and report technical bugs to our product teams - Offer insights and ideas on process development to help optimize the team’s workflows - Other duties as required by department leadership Qualifications ● Fluent in German and English. French is a plus ● At least 2 years of experience working in a high volume support/customer service environment ● Track record of meeting or exceeding quantifiable performance metrics on a regular basis ● Clear, concise, and warm communication, both written and verbal. (Both internally and externally) ● Working knowledge of Mac or Windows, Slack, Google Suite and other common day-to-day SaaS tools ● Proven track record of being transparent, accountable and relentless; exhibiting a true passion for going above and beyond for customers. ● Ability to provide personalized, empathetic support while remaining efficient and maintaining high volume ● Comfortable with change and ambiguity in a dynamic atmosphere ● A professional, consistent, and positive can-do attitude who works well within a team and independently at the same high level ● Knowledge of current music and technology industry trends ● Experience with Zendesk or similar ticketing platforms is a huge plus! ● Experience Technical troubleshooting and bug reporting is also a major plus Additional Information SET THE TONE​ ​Working at Believe means having individual and collective impact in a fast-growing company! ​ At all stages of their careers, Believers are an important part of what we are doing shaping the future of the music industry. ​ We need teams that truly reflect the diversity of our clients our international presence is an inspiring and enriching work environment for each one of us, with daily opportunities to connect with our colleagues all over the world. ​ ​We have two hearts at Believe - our People and our Artists. ​ We believe in THE POWER OF OUR PEOPLE, who grow every day to develop their potential… We aim to provide our Believers with the best environment to thrive. ​ ROCK THE JOB ​ Tailor-made training and coaching program ​ Remote working policy​ A wellness program "Pauses" with many activities and animations in-house​ Access to Eutelmed, a digital mental health and well-being platform that allows you to speak with an experienced psychologist​ A healthy and eco-responsible company restaurant​ Individual or family health insurance​ CSE benefits ​ A rooftop​ A gym with free classes​ ​ ​SING IN HARMONY ​ Ambassador program an employee volunteering initiative dedicated to all Believers interested in having a positive impact on Diversity, Equity & Inclusion (DEI), wellbeing and the planet.​ Implementation of the sustainable mobility package “Forfait mobilité durable” => Reimbursement of up to 600€ for public transport/low carbon footprint​ 5 calendar days 2nd parent leave with 100% pay (in addition to the legal paternity or adoption leave)​ Contract type Regular Apply To This Job

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...