Customer Support Specialist

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

CD Baby is the world’s largest digital distribution platform for independent artists. For more than 20 years, we’ve empowered creators to release their music to Spotify, Apple Music, You Tube, Amazon Music, Instagram, Tik Tok, and 150+ other platforms worldwide—paying out nearly $1 billion in earnings directly to independent artists. Built by artists, for artists, we’re a mission-driven, artist-first company, and we’re expanding our Support team with experienced, detail-oriented problem-solvers who care deeply about helping creators succeed.

As a Customer Support Specialist, you’ll handle our most complex support inquiries, serving as an escalation point for high-impact issues involving royalties, metadata, distribution workflows, rights management, account configuration, and platform compliance. You’ll be an expert in the independent music ecosystem and CD Baby’s product suite, capable of diagnosing nuanced, multi-layered problems and communicating solutions clearly and empathetically. You’ll report to our Customer Support Manager, and work closely with the rest of the Customer Support team and cross-functional partners to improve workflows, provide insights, and elevate the overall quality and consistency of the CD Baby artist experience.

Expert Support & Escalation Handling:
Manage complex customer cases, including advanced revenue issues, delivery failures, content policy blocks, and technical issues. Troubleshoot multi-product, multi-stakeholder issues requiring deep system knowledge and cross-team coordination. Provide accurate, timely, empathetic email support that upholds CD Baby’s artist-first values. Maintain expert-level knowledge of CD Baby’s products, distribution pipelines, publishing, copyright, monetization, and related industry topics. Communicate with professionalism, clarity, and empathy in every interaction.

Operational & Process Improvement:
Identify recurring issues, workflow gaps, and opportunities for automation or simplification. Surface actionable insights to the Customer Support Manager, CX Operations Manager, and cross-functional stakeholders. Contribute to improving policies, SOPs, and troubleshooting frameworks.

Knowledge & Documentation:
Maintain expert-level knowledge of CD Baby’s distribution pipelines, monetization, and digital service provider (DSP) requirements. Collaborate on updates to macros, internal SOPs, and customer-facing documentation to ensure clarity and accuracy. Contribute to support documentation and internal resources (macros, SOPs, training guides).

Cross-functional Collaboration:

Partner with Product, Engineering, Digital Operations, and Marketing to resolve escalations that involve system bugs, content policy questions, or distribution exceptions. Participate in case reviews and knowledge-sharing sessions to strengthen Support team expertise. Provide insight into recurring customer pain points, workflow gaps, product issues, and documentation needs.

Customer Experience Leadership:
Model best-in-class communication standards across empathy, clarity, tone, and personalization. Mentor associates through shadowing, pairing, and informal guidance as needed. Help uphold a culture of…