That thing we do
We’re the Operating System for the Music Industry – a platform that pumps up the jam of every play.
We connect all players of the industry to amplify the value of music. Driven by machine learning and copyright expertise, our system pumps neutral data and authoritative knowledge to everyone along the chain. For those who make or use music, we allow them to plug in to our O.S. to ease operations, increase earnings, and get in sync with everyone else.
What you will be doing
As a Customer Experience Intern at BMAT, you’ll play an essential role in supporting our Customer Experience team with various operational and coordination tasks. You will gain valuable experience in customer support, content management, and project coordination, contributing to the smooth functioning of our processes and enhancing client satisfaction.
Key Responsibilities
- Support Client Success: Assist Customer Experience Managers in their daily tasks assisting clients with straightforward requests, ensuring quick and helpful responses.
- Enhance Customer Experience: Contribute to initiatives aimed at improving the overall customer journey, including onboarding processes, knowledge base resources, and communication strategies.
- Gather Client Insights: Participate in client meetings and gather feedback on products and services, identifying areas for improvement and potential new features.
- Content Management: Coordinate content-related updates, including metadata updates and content uploads, to maintain up-to-date and accurate records.
- Recording Support: Monitor recording incidents, provide support, and collaborate with Engineering to resolve issues effectively.
Qualifications and Skills
- Eager Learner: Interest in customer success, account management, or client relations; experience in related fields (such as customer service or support) is a plus but not required.
- Strong Communicator: Clear communication skills with an ability to listen actively and convey information professionally.
- Problem Solver: Interest in finding solutions to client challenges and improving processes.
- Organized and Detail-Oriented: Ability to manage tasks effectively, stay organized, and pay attention to details.
- Data Savvy: Comfortable working with data and learning how to leverage insights in customer interactions.
- Collaborative Mindset: Team player with a willingness to learn and contribute positively to the team.
Internship Objectives and Timeline:
Within 30 Days:
During the first month, your primary focus will be on familiarizing yourself with essential aspects of the role and supporting foundational tasks.
- Learn about the Customer Experience team's workflows and support basic tasks.
- Participate in client calls and meetings as an observer to understand common client needs and challenges.
Within 60 Days:
By the second month, you'll be expected to take on more complex responsibilities and actively contribute to team/project/strategic initiatives.
- Take on more active responsibilities, such as drafting responses to common client questions or organizing feedback data.
- Support the team on specific projects, like product feedback analysis or client outreach initiatives.
Within 90 Days:
At the end of the probationary period, you'll be expected to autonomously manage tasks, contribute to strategic planning, and take on leadership roles as appropriate.
- Manage specific tasks more independently, such as organizing client feedback or assisting with client engagement metrics.
- Contribute ideas and insights on how to improve customer experience processes based on your observations.
Requirements
- All about you
- Preferably 1-2 years of experience in customer experience, customer service, account management, or related roles.
- Familiarity with CRM or project management tools like Atlassian (Jira, Confluence), Freshdesk, and Google Suite is advantageous.
- Possess excellent communication skills, both verbal and written.
- Ability to effectively communicate with team members, stakeholders, and external partners.
- Ability to prioritize tasks and manage multiple responsibilities effectively.
- Demonstrate strong organizational skills and attention to detail.
- Proficiency in Microsoft Excel.
- Ability to maintain confidentiality and handle sensitive information with discretion.
- Proactive attitude with a willingness to learn and take initiative.
- Demonstrate adaptability and openness to feedback and learning opportunities.
- Collaborative team player with the ability to work effectively in a fast-paced environment.
- Contribute positively to team dynamics and foster a supportive work environment.
- Fluency in English. Proficiency in Spanish and Catalan is highly appreciated, but not mandatory.
- The role is located in Barcelona.
Benefits
You Can Enjoy
- Flexible working hours and location
- Flat hierarchy
- You can make the role your own and run your own development
- Online language classes to improve your Spanish or English
- Online and onsite courses and music industry workshops run by inhouse experts
- We’ll provide you with all equipment needed for you to be comfortable
- Unlimited time off because we believe that you know best when you need to rest.
- Barcelona HQ office available to you, kitted out with a rehearsal room https://www.bmat.com/bmat-house/
Who the FAQ are BMAT
BMAT started in 2005 when a group of engineers with a passion for music decided to spin-off from an audio research lab in Barcelona. We’re now over 160 people, spread across Barcelona, Buenos Aires, Lima, Rio de Janeiro, London, Paris, New Jersey, Oslo, LA, Singapore, Tokyo, Manila, Bangkok and Lagos.
We’re a team of pretty decent people who enjoy working with each other. We’re open-minded and well-traveled, coming from all parts of the world. We’ve got rappers, producers, cello players, DJs, and songwriters. The passion for music and the excitement for innovative technology have proven to make a good combination.
BMAT has grown as a company of companies. Within BMAT there are a number of products and services that developed semi autonomously for different players – Digital Service Providers, Publishers and Collective Management Organisations.
Diverse perspectives drive innovation, and innovation is kind of our thing. Our open-minded and flexible culture organically fosters this diversity. We've learnt that we thrive on learning from each other, so we don't just welcome but actively hire a range of open-minded people from all walks of life. Our team is made up of people with different backgrounds, perspectives, orientations, abilities, musical tastes, dress sense and time-zones - but we all have one common goal: Making the music world a better place. With equal opportunities for everyone, BMAT is a pretty nice place to work.
