Support Manager (Americas)

Job description

FUGA provides forward-thinking music distribution, technology, and marketing services to forward-thinking music companies. Working at the heart of the music industry with more than 800 clients, including Riot Games, Hospital Records, Epitaph, and Beggars Group, FUGA is the world’s leading full-service B2B music distributor. FUGA works at the forefront of music distribution technology, connecting its clients with digital service providers like Spotify, Apple Music, and Amazon Music while helping them get the most from their music, whether that’s with award-nominated label services, industry-leading revenue accounting, or using FUGA’s suite of best-in-class products.

FUGA, a leading digital music distribution and royalty accounting platform headquartered in Amsterdam, is currently looking for a Spanish speaking Support Manager for our New York office to support our international client base as well as our North & South American client base in particular. You will join our existing American team and will be the first point of contact for the record labels and DSP partners that use our software to distribute music and manage their royalty accounting. This is a junior-level position with numerous opportunities 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. The 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 other operations teams in our HQ as well as in our satellite offices around the world

  • Provide dedicated support for our royalty accounting application

  • Investigate, troubleshoot, and (where possible) solve technical and content-related issues

  • Create support documentation, training guides, and procedures

  • Test software improvements and bug fixes

  • Work with our development teams to feedback internal updates and new features to wider client base

Requirements

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:

  • 2 or more years of experience in a client-facing support role

  • Independent worker / thinker / planner

  • Excellent communication and analytical skills

  • Client-focused mindset

  • Tech-savvy

  • Motivated to develop one’s skills

  • Analytical and investigative

  • Organized and comfortable tracking and prioritizing multiple issues

  • Able to work under pressure

  • Comfortable working with AGILE or other backlog management processes/methodologies

  • Fluent in Spanish language 

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

  • Experience working in royalty accounting on either an administrative or technical side

  • 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