Customer Support Manager

Описание вакансии

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, TikTok, Instagram, and 150+ platforms worldwide—paying out nearly $1 billion

Built by artists, for artists, CD Baby is a mission-driven, artist-first company. Our Customer Experience team plays a critical role in protecting artist trust, resolving complex issues, and ensuring creators can focus on what matters most: making music.

We’re looking for a Customer Support Manager to own the operational excellence of our Customer Support function while staying deeply connected to the artist experience. This role sits at the core of our CX organization. You’ll partner closely with the Director of CX to execute strategy and manage and develop our Customer Support team. You’ll be accountable for day-to-day performance across all support tiers, while also leading meaningful initiatives that improve quality, scalability, and efficiency. We’re looking for an experienced Customer Experience (CX) Operations Manager to help optimize, maintain, and evolve our CX systems — with a strong initial focus on our existing Zendesk implementation. This role is ideal for someone who thrives at the intersection of systems, process, and customer empathy — and who’s excited by the opportunity to help CD Baby artists have a seamless distribution experience.

This is a hands-on leadership role for someone who owns outcomes end-to-end. You’ll stay close to the details, handle mid-level escalations, use data to surface systemic issues, and elevate our support operations to get us ready for our next stage of growth.

*This hybrid role will be based in our New York City office location.*

What You Do:

Team Leadership

• Lead day-to-day Customer Support operations across daily, weekly, and monthly workflows
• Own customer service KPIs, including response times, satisfaction scores, and qualitative feedback
• Act as operational lead during incidents or high-impact issues
• Manage Support Leads, driving accountability, quality, and team development

Process & Quality Management

• Develop deep expertise in the independent music ecosystem and product suite
• Handle tickets daily to stay close to customer sentiment and trends
• Set standards for quality, speed, and tone across all channels
• Build scalable processes, training, and documentation
• Establish and maintain a Quality Assurance (QA) program

Data, Reporting & Insight

• Own reporting across Zendesk Explore and Google Suite
• Track and improve CSAT, resolution rates, response times, and automation performance
• Use data to identify inefficiencies and drive measurable improvements
• Escalate systemic issues with clear, data-backed recommendations

Collaboration & Strategic Execution

• Work cross-functionally with Product, Tech, and Digital Operations to deliver scalable improvements that reduce contact rates and increase efficiency
• Support the Director of Customer Experience in driving automation and operational projects that raise the bar for customer experience
• Take full ownership - if something needs fixing, you fix it.

Who You Are:

• 5+ years as an experienced customer support leader with strong operational and people-management skills
• Previous experience in music distribution or music tech industries a plus!
• Comfortable operating in complex domains involving royalties, metadata, rights, and platform integrations
• Strong data analysis skills - confident using Google Sheets (pivot tables, formulas) to interpret trends and performance
• Technically advanced experience with CRM systems, automation tools, and AI-driven workflows (e.g., Zendesk, Intercom, or similar)
• Excellent written and verbal communication skills
• Demonstrated ability to reduce contact rate, improve efficiency, and scale quality customer support operations
• Comfortable with change, ambiguity, and fast iteration - able to prioritize what matters most without losing sight of the details
• Hands-on, decisive, and accountable—you spot problems and fix them
• Passionate about empowering independent artists and delivering exceptional support

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 $70,000 - $80,000 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.