Support Manager (APAC)

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.

Requirements

We are currently looking for a local Support Manager for our Seoul office to support our local client base. You will join our existing APAC 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 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 Operations team. The main components of the day to day are:


  • 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 other offices around the world

  • Checking the quality of, editing and researching musical releases from our clients in accordance with expected criteria

  • 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 a wide client base


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 one’s skills

  • Analytical and investigative

  • Organised and comfortable tracking and prioritising multiple issues

  • Able to work under pressure


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

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

  • Are passionate about music overall