Customer Care Leader

About the Role

The Customer Care Leader will oversee a team of Supervisors and Support Agents in India, ensuring efficient day-to-day operations, achievement of performance targets, and strict adherence to ticket SLAs. This role is responsible for driving operational excellence, maintaining high-quality client support standards, and delivering an exceptional TuneCore client experience.

You will closely monitor team performance metrics, identify areas for continuous improvement, and implement strategies to enhance efficiency and client satisfaction. The role also involves managing escalated and high-impact cases, collaborating with global leadership, and contributing to cross-functional initiatives that strengthen TuneCore’s products and internal processes.

Key Responsibilities

• Provide operational reporting, including ticket volume, trends, and product-related issues to inform leadership.
• Regularly review support volume, client inquiries, and recurring issues to identify patterns, potential bottlenecks, and opportunities for process optimization.
• Proactively monitor and report technical issues to prevent spikes in ticket volume .
• Lead the team with a solution-oriented mindset, strong communication skills, and a positive approach to problem-solving.
• Conduct regular coaching, one-on-one meetings, and bi-annual performance reviews to support your team’s development and growth.
• Oversee recruitment and onboarding of new team members, including training and seamless integration into your squad.
• Cross-collaboration with operations and product teams, and coordination with central offices in New York and Paris, requiring flexibility to work across different time zones
• Resolve escalated client issues and inquiries regarding TuneCore’s products & services.
• Collaborate with the team on special projects and initiatives Translate raw data into actionable insights for the New York and Paris leadership teams to influence the global product roadmap.
• Define clear career trajectories for agents and supervisors to ensure high retention and internal mobility within TuneCore India Identify skill gaps and facilitate workshops on soft skills, technical proficiency, and music industry knowledge
• Perform additional duties as assigned by senior management. 

• At least 6-8 years of experience managing a customer service, support or otherwise customer-facing department; experience in a tech environment is a plus

• Knowledge of the music industry, digital music distribution is a plus 

• Track record of managing motivated and productive teams

• Experience managing distributed teams (different locations) of 15-20+ people

• Strong time management and workload prioritization skills

• Excellent communication skills: written, verbal, and interpersonal

• Ability to work well independently and as part of a team

• Experience with Salesforce, Zendesk, Jira, or similar ticketing systems

• Experience with Google Suite/Docs, Slack, automation/integration tools is a plus

• High emotional intelligence and the ability to navigate complex, cross-cultural hierarchies across multiple time zones

Benefits @Believe:

#Flexibility - Just punch in leaves, not intime and out time

#Office perks - a game of foosball, table tennis to bat the afternoon lackluster, free event pass for exclusive and limited shows, music subscription, etc.

#Wellbeing - Caring by EUTELMED, professionals are at your disposal for advice and support, in your own language and culture

#Transperancy – engaged in secondary activity just disclose it to us

#Compensation – Tailor made flexi pay plan for tax saving

#Sustainability - You can be a part of CSR program, represent yourself as a #shaper and contribute to a better future.

Disclosure:

Believe strongly promotes equal treatment regardless of race, ethnicity, nationality, gender, sexual orientation, socio-economic status, age, marital or civil partner status, pregnancy or maternity, physical abilities, religious beliefs, political beliefs, or other ideologies.