Customer Care Supervisor

Company Description

Believe is a global artist development company. We empower local artists, labels and  publishers to grow their audiences at each stage of their careers with expertise,  respect, fairness and transparency. 

Operating in 50+ countries, with more than 2,000 employees, Believe offers a full range of  services including audience development, publishing, marketing and distribution, with a  tailor-made approach to fit any artist, label or publisher. 

Believe champions independence and innovation through a unique model that combines  local expertise with a global tech platform, delivering exclusive solutions for artists to  promote and monetize their music thanks to strategic partnerships with leading global digital  service providers. 

With a leading portfolio of brands that includes Nuclear Blast, naïve, TuneCore, Groove  Attack, Sentric, AllPoints and Byond, Believe artists generated more than 800 billion streams  worldwide in 2024 across all genres, and were recognized with more than 70 leading  industry awards. 

Learn more at www.believe.com 

Job Description

 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 challenges. In 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 8 years of experience working in an office, customer support, or other customer-facing role.Experience in a tech environment is a plus.
• Knowledge of the music industry
• Experience managing small teams of at least 5 -10 people is mandatory
• 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 
• Be comfortable working in a 24/7 operational environment under a rotational shift and rostering system.
• Be available to work 5 days per week, with working hours and weekly days off determined based on the operational roster.

Additional Information

Benefits @Believe: 

#Flexibility – Just punch in leaves, not in time and out time  

#Office perks – a game of foosball, table tennis to bat the afternoon lacklustre, 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  

#Sustainability – You can be a part of CSR program, represent yourself as a  #Shaper and contribute to a better future.  

Disclaimer: 

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.