Customer Support Specialist

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world. 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. How we LEAD: As a Customer Support Specialist, you’ll handle our most complex support inquiries, serving as an 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 report to our Customer Support Manager, and work closely with the rest of the Customer Support team and cross-functional partners to improve workflows, provide insights, and elevate the overall quality and consistency of the CD Baby artist...