Customer Support Specialist (Tier 2)

CD Baby is the world’s largest digital distribution platform for independent artists. For more than 20 years, we’ve empowered creators to release their music to Spotify, Apple Music, YouTube, Amazon Music, Instagram, TikTok, and 150+ other platforms worldwide—paying out nearly $1 billion in earnings directly to independent artists.

Built by artists, for artists, we’re a mission-driven, artist-first company, and we’re expanding our Support team with experienced, detail-oriented problem-solvers who care deeply about helping creators succeed.

This hybrid role is based in our New York City office location. 

The Role:

The Customer Support Specialist will handle our most complex support inquiries, serving as a Tier 2 escalation point for high-impact issues involving royalties, metadata, distribution workflows, rights management, account configuration, and platform compliance.

You’ll be an expert in the independent music ecosystem and CD Baby’s product suite, capable of diagnosing nuanced, multi-layered problems and communicating solutions clearly and empathetically. You’ll work closely with the Support Lead, Customer Support Manager, and cross-functional teams to improve workflows, provide insights, and elevate the overall quality and consistency of the artist experience.

What you'll be doing:

Expert Support & Escalation Handling

• Handle complex Tier 2+ escalations, including revenue discrepancies, delivery failures, policy blocks, and technical issues
• Troubleshoot multi-product, cross-functional cases requiring deep system knowledge
• Deliver accurate, timely, and empathetic support aligned with CD Baby’s artist-first values
• Maintain expert knowledge of distribution, publishing, monetization, copyright, and DSP requirements

Operations & Process Improvement

• Identify recurring issues and workflow gaps; recommend automation and process improvements
• Share actionable insights with Support leadership and cross-functional stakeholders
• Contribute to enhanced policies, SOPs, and troubleshooting frameworks

Knowledge & Documentation

• Maintain and update internal macros, SOPs, and training materials
• Improve customer-facing documentation for clarity and accuracy
• Strengthen internal knowledge resources to support team effectiveness

Cross-functional Collaboration

• Partner with Product, Engineering, Digital Operations, and Marketing to resolve escalations that involve system bugs, content policy questions, or distribution exceptions
• Participate in case reviews and knowledge-sharing sessions to strengthen Support team expertise
• Provide insight into recurring customer pain points, workflow gaps, product issues, and documentation needs
  

Customer Experience Leadership

• Model best-in-class communication standards across empathy, clarity, tone, and personalization
• Mentor associates through shadowing, pairing, and informal guidance as needed
• Help uphold a culture of continuous learning, artist advocacy, and operational excellence
• Collaborate with the Support Lead on quality assurance, training opportunities, and improvements to customer experience
  

Must-Haves / Requirements:

• 2+ years experience in customer support, operations, or technical troubleshooting—preferably in music, tech, SaaS, or digital media
• Strong analytical and problem-solving skills, with the ability to break down complex issues into clear next steps
• Exceptional written communication—concise, empathetic, and tailored to artist needs
• Familiarity with digital music distribution, publishing, copyright, royalties, or DSP ecosystems (a strong plus)
• Comfort working in ticketing systems and internal tooling (e.g., Zendesk, Jira, CRM platforms)
• Detail-oriented, organized, and able to thrive in a fast-paced, high-volume environment
• A passion for helping independent artists succeed and a deep respect for the artist community
  

Why you want to work here:

• Ample opportunities to work with leaders and employees across our business
• Work​ ​in​ ​a​ ​collaborative environment​ ​full​ ​of​​ mission driven, innovative, and passionate people
• Be part of an open, welcoming, and inclusive culture 
• Rich benefit program (Medical, Dental, Vision), Life Insurance, 401k (with match)

CD Baby provides base salary ranges for all positions located in the United States at the time of posting. The hiring range for this position is $52,000 - $57,000 annually. As a candidate for this position, your salary and related elements of compensation will be contingent upon various factors including, but not limited to, work experience, geographic location and relevant skills. CD Baby is committed to providing a comprehensive market-competitive total rewards program for its employees which includes medical, dental, and vision, life insurance, 401(k) match and generous paid time off. This range does not include any other variable compensation components.

Ensuring a diverse and inclusive workplace where we learn from each other is core to CD Baby's values. We welcome and encourage all applicants of different backgrounds, experiences, abilities and perspectives to apply.