Director of Customer Experience

ABOUT US:

Revelator is a leading provider of business solutions for the music industry. Our all-inclusive music distribution platform, API, protocol, and web3 infrastructure, enhances efficiency in music distribution, financial reporting and simplifies royalty operations. We offer a wide range of services, including catalog management, supply chain, income tracking, rights management, and business intelligence. By leveraging our innovative solutions, music businesses can easily navigate the evolving landscape and capitalize on new opportunities.

ABOUT YOU:
As our new Director of Customer Experience, you'll take ownership of Revelator’s customer success and support operations teams and collaborate with our product and distribution and engineering teams to advocate for new customer requirements as well as help investigate and deliver communication and resolution to problems and challenges our customers are reporting. The ideal candidate will have at least 3 years of experience working in the music industry as a Manager of Customer Support, Manager of Client Success Engineering, or Manager of Sales Engineering roles. You have a deep knowledge of the music industry, digital supply chain and music royalties workflow, and possess excellent leadership, communication, and analytical skills. If you're a strategic thinker who's passionate about building and improving customer experience and support operations for a fast-growing company in the music industry, we encourage you to apply.

• Oversee day-to-day customer experience and customer support teams and operations.

• Define and implement team strategy, structure, and work processes.

• Monitor CSAT and customer feedback to proactively identify issues and propose solutions.

• Maintain a working knowledge of all phases of support and experience operations.

• Coordinate support and communications throughout the business.

• Interview, hire, train, and mentor the customer support and customer experience team members

• Provide regular plans and performance updates to the senior leadership team.

• Proven track record in team leadership and project/customer management, with expertise in music industry and/or software development.

• Strong business acumen and analytical problem-solving skills, specifically in music distribution, or royalty analysis.

• Ability to set strategy and drive customer experience improvement for a music royalty SaaS company.

• Excellent communication and interpersonal skills for working with music industry professionals and artists.

• Min 3 years supervisory experience in customer support or customer success role within the music industry.
  
• Multi-team management experience preferred.
• Business spoken/written English required.
• Business spoken/written Spanish or Portuguese preferred.