Company Description

Believe is above all a passion for music, tech, and digital marketing, shared by over 1,200 talented people in more than 45 countries. It is a visionary and entrepreneurial spirit that drives us and makes us a world leader in the digital distribution of music.

Believe is a tribe of experts who successfully meet the challenges of the transformation of our music industry every day. It’s an adventure, a human adventure, and one that is propitious and stimulating for all of us.

Finally, Believe is a story that began in 2005 and that we must continue to narrate, now, and with you. Believe’s mission is to develop labels and artists in the most suitable way, at each stage of their career and development. In all local markets around the world. With respect, expertise, fairness and transparency.

Job Description

Believe is looking for a Customer Support Brazil/Portugal
Integrated into the Customer Care & Support department and based in Rio, you will report to the Global Head of Customer Care & Support Distribution, based in Paris.
You and your team (1/2 members) will be the main point of contact of our Brazilian and Portuguese customers (Producers, Labels, Artistes) to solve their issues and requests.
• Solve Artists & Labels operational issues on artistic content, payment of royalties, reporting, management of copyright in compliance with our SLAs
• Onboard and train Artists and Labels on Believe internal tools
• Monitor team issues assignment and reassignment
• Ensure all team issues are solved in respect of SLA with top quality communication
• Ensure that Support processes are followed by the team members
• Contribute to the knowledge bases to improve the autonomy of our clients and Support members
• Train and onboard new team member
• Evaluate OKR and follow-up their career growth
• Maintain a regular and close communication with Sales teams
• Interact with all internal teams: Sales, Finances, Content, Product, Contracts & Rights
• Improve user experience

Qualifications

• Experience of customer service team
• At least 3 years’ experience of online customer service
• Good communication skills with Care, Respect, Empathy
• Problem solving mindset
• Product knowledge
• Passionate about technology
• Fluent in English and Portuguese

Additional Information

Believe is committed to ensuring equal opportunities in employment, regardless of origin, sex, sexual orientation, gender, age, family status pregnancy, political opinions, trade union activities, religious beliefs, physical appearance, family name, place of residence, state of health, or disability.