Support Manager - Benelux

Job description

FUGA, a leading digital music distribution and royalty accounting platform headquartered in Amsterdam, is currently looking for a Support Manager for our Amsterdam office to support our international client base and our Benelux client base in particular. You will join our existing Benelux 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:

  • Fluent in both Dutch and English - written and speaking (additional languages a big +)

  • 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

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.