Customer Care Supervisor

 As a Supervisor of the Artist Support at TuneCore you will manage and coach a team of Artist Support representatives (agents) overseeing their daily performance quality standards and SLA compliance. You will conduct regular check-ins deliver performance reviews train new hires and support team members in achieving their individual and team objectives. 

You will also act as the primary point of escalation for complex and high-impact client issues guiding your team through client and process-related this role you will ensure that workflows are properly followed internal knowledge remains up to date and technical issues are escalated to the appropriate teams when necessary. Additionally you will collaborate with peers and your manager on continuous improvement initiatives and contribute to cross-functional projects aimed at enhancing the overall client experience and improving product offerings. The role will be reporting to the Artist support leader based in Mumbai

Responsibilities include:

• Monitor team performance productivity and quality standards to ensure targets are consistently met

• Oversee daily workload distribution and ensure adherence to strategy processes and SLA requirements

• Motivate and inspire the team to achieve their goals

• Maintain up-to-date knowledge of internal processes product updates and policy changes

• Serve as the primary escalation point for complex or high-impact client issues

• Identify and report technical issues that may impact clients ensuring proper escalation to relevant teams

• Provide regular coaching feedback and structured 1:1 conversations

• Deliver bi-annual performance reviews and support individual development plans

• Assist in recruiting hiring onboarding and training new team members

• Collaborate with cross-functional teams on special projects and continuous improvement initiatives

• Attend meetings and maintain flexibility to work across different time zones

• Identify workflow gaps and propose process optimizations to increase efficiency

• Lead Team engagement and inclusion initiatives.

Qualifications :

• At least 4 years of experience working in an office customer support or other customer-facing in a tech environment is a plus.

• Knowledge of the music industry

• Experience managing small teams of at least 3 people

• Solution-oriented mindset with strong problem-solving skills and a positive approach

• Strong communication skills: written verbal and interpersonal

• Time management and workload prioritization skills

• Ability to work well independently and as part of a team

• Experience with ticketing systems such as Salesforce Zendesk Jira or similar

• Proficiency with Google Suite/Docs and Slack 

Additional Information :

Benefits @Believe:

#Flexibility - Just punch in leaves not intime and out time

#Office perks - a game of foosball table tennis to bat the afternoon lackluster free event pass for exclusive and limited shows music subscription etc

#Wellbeing - Caring by EUTELMED professionals are at your disposal for advice and support in your own language and culture

#Transperancy  engaged in secondary activity just disclose it to us

#Compensation  Tailor made flexi pay plan for tax saving

#Sustainability - You can be a part of CSR program represent yourself as a #shaper and contribute to a better future.

Disclosure:

Believe strongly promotes equal treatment regardless of race ethnicity nationality gender sexual orientation socio-economic status age marital or civil partner status pregnancy or maternity physical abilities religious beliefs political beliefs or other ideologies.

Remote Work :

No

Employment Type :

Full-time