The Customer Care and Support Partner is the primary operational point of contact for US Labels and Artists, responsible for handling inbound requests and driving end-to-end resolution across distribution operations, royalties/reporting, and rights-related topics.
This role blends structured ticket-based support (triage → resolution → escalation) with customer education and enablement, ensuring customers get timely, accurate answers and can operate autonomously using our tools and resources.
You will work closely with Label Managers and cross-functional partners to resolve operational issues efficiently, improve the customer experience, and ensure a high standard of support across the partner lifecycle.
Key Responsibilities
1) Case Management & Resolution (Day-to-day Support)
Manage customer requests across email and ticketing systems, ensuring clear documentation, correct categorisation, and professional follow-up.
Troubleshoot and resolve common operational issues; coordinate internally to unblock complex cases (e.g., platform/delivery issues, reporting questions, rights-related escalations).
Apply standard workflows, templates/macros, and internal knowledge to deliver consistent, scalable responses.
Identify trends and recurring issues; flag risks and repeated pain points to improve customer experience and reduce repeat contacts.
2) SLA, Quality, and Customer Experience
Prioritise work based on SLA and customer impact; manage workload to meet agreed service expectations (response/resolution discipline) without compromising quality.
Maintain a high standard of written communication: clear, accurate, empathetic, and action-oriented.
Escalate effectively when needed, with appropriate context, documentation, and recommended next steps to support timely resolution.
3) Customer Onboarding & Enablement
Support onboarding and training for Artists and Labels on Believe's tools, helping partners use the platform effectively and confidently.
Contribute to customer education through walkthroughs, FAQs, and other support materials to increase self-serve and reduce avoidable ticket volume.
4) Knowledge Base & Continuous Improvement
Create or improve internal/external knowledge articles, templates, and standard operating procedures based on real case learnings.
Share support insights with Product andOperations to help inform process improvements, tooling enhancements, and clearer customer guidance.
5) Cross-functional Collaboration
Work closely with Sales/Account teams to align on customer context and communication.
Coordinate with internal stakeholders (Finance, Content Ops, Product, Contracts & Rights) to resolve issues and help prevent recurrence—acting as the customer’s operational advocate.