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 Beggars Group, Epitaph, Naxos and Ninja Tune, 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 is currently looking for a Support Manager for our New York office to support our American client base. You will join our existing global support 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. 

Key Responsibilities:

  • Being a point of contact for our clients and digital service providers
  • Providing email and phone support where necessary
  • Escalating issues where appropriate and communicating effectively with the other operations teams in our HQ as well as in our satellite offices around the world
  • Providing dedicated support for our royalty accounting application
  • Investigating, troubleshooting and where possible solving technical and content-related issues
  • Creating support documentation, training guides and procedures
  • Testing software improvements and bug fixes
  • Working with our development teams to feedback on internal updates and new features to the broader client base


Who You Are

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

  • Previous 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
  • Organised and comfortable tracking and prioritising multiple issues
  • Able to work under pressure
  • Comfortable working with AGILE or other backlog management processes/methodologies

Even better

We would be thrilled to have someone on board who is passionate about music and has a firm understanding of digital supply chain operations, so please be sure to mention in your Cover Letter if any of these things describe you:

  • Digital operations experience in the music industry
  • Experience working in royalty accounting on either the administrative or technical side
  • Knowledge of how FUGA or a similar music delivery platform works
  • Understanding of music metadata issues
  • Knowledge of YouTube CMS / Content ID workflow
  • Knowledge of the digital music consumer landscape
  • Passion for music overall

Who We Are

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 optimise 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.