Description:
POSITION SUMMARY
Are you passionate about empowering artists and helping them succeed in the ever-evolving music industry? Do you possess strong leadership skills and a knack for building high-performing teams? If so, we want to hear from you! We are seeking a dedicated Customer Support Manager to lead our Artist Support Team, ensuring that our artists receive top-tier assistance and guidance on their music distribution journey.
Alongside daily operations, you will be responsible for the artist support journey. The artist support journey is the full experience by which customers find information, make and receive requests throughout their distribution journey. You will work with the Head of Distribution + Artist Support to ensure this experience is as efficient and effective as possible for artists and the artist support team.
The GYRO Group helps artists worldwide deliver their music to major streaming platforms, online stores, and digital radio outlets. We pride ourselves on fostering an environment that values innovation, collaboration, and a deep commitment to artist success.
KEY RESPONSIBILITIES
Customer Support Operations
Possess an in-depth understanding of:
- Customer help desk systems e.g. Freshdesk/Zendesk and managing all customer support requests.
- Customer support journey; FAQs, support intake forms, online chat, and in-office phone system.
- GYRO’s internal support processes, workflows, and tools, with a focus on identifying and resolving inefficiencies.
- Third-party software utilised in artist support and distribution processes (e.g., CMS tools, analytics platforms).
- All DSP CMS and their interactions with external and internal systems.
- Demonstrate the ability to analyse and refine processes, ensuring seamless artist experiences and efficient workflows.
- Artist Relations & Advocacy: Cultivate relationships with artists, serving as their primary point of contact for escalated issues, questions, and opportunities.
Artist Support Team
- Effectively manage the Artist Support Team to ensure efficient and consistent week-to-week operations.
- Mentor and develop team members to enhance their skills, ensuring team cohesiveness and high job satisfaction.
- Foster a positive, collaborative team culture that aligns with the company’s values.
- Monitor performance metrics (e.g., response times, resolution rates, and customer satisfaction KPIs) to maintain excellent service quality.
- Maintain detailed, up-to-date, and well-cataloged resources for the Artist Support Team’s utilisation.
Training
- Identify training needs and drive continuous learning within the artist support team.
- Ensure knowledge bases are current and accessible for all staff.
- Develop scalable training modules, support workflows, policies and resources to efficiently onboard new team members and upskill existing staff.
- Work with the Head of Distribution + Artist Support to provide up-to-date training tailored to evolving needs.
- Assist in the training and management of interns, ensuring they contribute effectively to team goals.
Driving Growth
- Deliver presentations on distribution best practices and "how to be an independent artist" as required, both locally and nationally.
- Leverage customer data to identify and maximise upsell opportunities for all GYRO GROUP products, including but not limited to artist promotional services, digital marketing, playlist pitching, MCN, publishing administration, and sync.
System Improvement + Maintenance
- Collaborate with the product development team and relevant staff to ensure all systems related to artist support are effective, efficient, and up to date.
- Facilitate feedback loops with the Artist Support Team and customers to gather insights for system enhancements.
- Contribute to platform development through a deep understanding of artist support processes and team interactions with tools.
- Cross-Functional Collaboration: Work closely with Product, Marketing, and Technology teams to provide feedback on user needs and develop solutions that enhance the artist experience.
- Data-Driven Improvements: Monitor key support metrics and utilize insights to streamline processes, optimize productivity, and improve overall service quality.
General Responsibilities
- Provide phone support as required.
- Maintain a customer-centric approach, ensuring artists feel supported and valued.
ROLE REQUIREMENTS
- Proven experience in a customer support or client-facing role, preferably in the music, tech or entertainment industry.
- Demonstrated track record of managing and developing high-performing teams.
- Deep knowledge of digital music distribution, streaming platforms, and industry best practices.
- Possess a positive attitude, passion for life and music, grace under pressure, and the ability to work in a fast-paced environment and team.
- Demonstrate emotional intelligence, empathy, and strong interpersonal skills to effectively support a diverse range of artists.
- Master accuracy, attention to detail, and problem-solving, with the ability to prioritize and delegate effectively.
- Intermediate to advanced proficiency with G Suite applications such as Sheets and Docs, and familiarity with reporting tools to track performance metrics.
- Knowledge of online programs such as music CMS, Freshdesk, and iTunes Connect preferred.
- Demonstrate knowledge of the latest developments in digital music distribution, DSP operations, and artist promotional tools.
- Passion for music and a commitment to empowering independent artists.
WHAT WE DO. WE DO WELL
We’re always looking for a better way to get the job done. We challenge prevailing assumptions and suggest better approaches with solutions-oriented thinking. We aren’t stopped by roadblocks rather we think, shift and invent practical solutions. We act with ambition and aspire to continuously learn, grow and strive for excellence. We set ambitious goals and throw everything into achieving them. We celebrate our wins and recognise that through our collective contributions we can share in the value we create.
WE ARE ONE TEAM
We recognise that it will take all of us, working together at 100% to achieve our vision. We know the strongest teams foster diverse personalities, talents and skills and we believe in using our experience to help others achieve their best. We treat our co-workers with honesty, transparency and respect in all situations.
WE CREATE A GREAT ARTIST EXPERIENCE
Serve others as you expect to be served. We believe in serving our artists and customers to the very best of our abilities. Our artists, labels and their musical journey is at the centre of everything we do and we are constantly putting ourselves in our customers shoes. We are driven by commercial outcomes and by building our artist success, we build our own success.
ARTIST SUCCESS IS OUR SUCCESS
We prioritise the artist's journey, ensuring every interaction is meaningful and supportive. We believe by fostering a nurturing environment, we empower artists to focus on their creativity. Our commitment is to provide personalised support, transparent communication and innovative solutions that enhance the release process. We are inspired by our artists and we want to inspire them. We are driven by commercial outcomes and by building our artist success, we build our own success.
APPLY
Please apply through Employment Hero and include your CV and a cover letter why you feel you're fit for the role and align with GYROstream's company values!
GYROstream is committed to providing equal employment opportunities for all persons regardless of age, disability, national origin, race, colour, religion, sex, sexual orientation, gender identity or expression, pregnancy, veteran or military status, genetic information or any other status protected by applicable federal, state, or local law.