Client Services Support Manager (New York)

Job description

FUGA, a leading digital music distribution platform headquartered in Amsterdam, is currently looking for a Client Services Support Manager for our New York office to support our growing client base in the Americas. You will join our existing New York team and will be the first point of contact for the record labels and DSP partners that use our software to distribute music. This is a junior level position with an immense opportunity for growth.


What you do

In addition to being a front-facing liaison with partners and clients, your responsibilities will include investigating, solving, and escalating issues within our client services team. Main components of the day to day are:


  • Be a point of contact for our clients and digital service providers
  • Provide email and phone support where necessary
  • Escalate issues where appropriate and communicate effectively with the client services team back in our Amsterdam HQ
  • Investigate, troubleshoot, and (where possible) solve technical and content related issues
  • Create support documentation, training guides and procedures
  • Test software improvements and bug fixes
  • Be able to run quality control (QC) over new incoming content from our clients ensuring the standard of metadata meets the required DPS style guides
  • Provide support to our existing NYC Account Manager as well as our global Onboarding team
  • Work with our trends team + wider development teams to feedback internal updates and bugs to wider client base
  • Provide YouTube content management support where necessary


Who you are

You are tech savvy, communicative and have experience dealing directly with clients. Some of the basic qualities and capabilities we feel are required for this role are:


  • Independent worker / thinker / planner
  • Excellent communication and analytical skills
  • Client focused mindset
  • Tech savvy
  • Motivated to develop ones skill base
  • Analytical and investigative
  • Organised and comfortable tracking and prioritising multiple issues
  • Able to work under pressure
  • Comfortable working with AGILE or other backlog management processes/methodologies
  • Fluent in English - written and speaking (additional languages a big +)


Even better

We would be thrilled to have someone on board that is passionate about music and has a firm understanding of digital supply chain operations. So please make sure to mention if any of this describes you:


  • Have music industry experience in digital operations
  • Know how FUGA or a similar music delivery platform works
  • Understand music metadata issues
  • Knowledge of YouTube CMS / Content ID workflow
  • Knowledge of the digital music consumer landscape
  • Are passionate about music overall


About FUGA

Founded in 2006, FUGA builds software and provides services for the digital music industry. We have an extensive and growing international network of clients and partners. Our HQ is based in Amsterdam, the Netherlands, with offices in New York, London and Milan and representatives in Paris, Los Angeles, Korea and Brazil.

We operate at the heart of the music industry with clients such as Tommy Boy, Ultra Records, Curb Records, Spinnin' Records, Armada Music, Epitaph, Domino Recording Company and more. FUGA connects these record labels, artists and distributors with online stores such as Spotify, iTunes, and Apple Music. By doing so FUGA enables its clients to optimize their business processes and successfully execute their strategy. FUGA's products & services provide a complete ecosystem for the digital product cycle. Clients manage, distribute and promote their music and collect on their revenue.