Customer Care, Licensing Concierge - Remote

The Company

Soundstripe is a premier music licensing platform used by more than a million creators and professionals globally to level up their creative works, including videos, podcasts and gaming experiences. Launched in 2016 by three professional musicians, the company helps fuel creativity for all types of customers, from amateur social creators to freelance filmmakers and podcasters to the world’s largest agencies and brands, including companies such as Microsoft, Uber, Adobe, Pepsico, Nike and Bud Light, just to name a few. 

Since its inception, Soundstripe has issued more than 18 million content licenses from its diverse catalog of over 10,000 fully-cleared songs and 50,000 song variations, as well as from its catalog of 70,000 sound effects and 100,000 video clips. The company is based in Nashville and its catalog is supported by a roster of award-winning creators, including heavy hitters like Sam Barsh (Doja Cat, The Weeknd, Kendrick Lamar, etc), VAULTZ (Lorde, Maggie Rogers, etc), and Elise Solberg (Beyonce, Ellie Goulding, etc). 

Soundstripe is a 5x winner of the Tennessean’s Top Workplace Award and a certified Great Place to Work. Learn more about us here. 

How You’ll Make An Impact

As Licensing Concierge you will be a primary support liaison on Soundstripe’s dynamic Customer Care team. Your role involves answering questions, resolving issues, managing and streamline feedback from customers, and prioritizing urgent support needs—all while delivering a touch of whimsy and genuine care in every interaction.

In this role you will:

• Handle all Customer Care workflows, including email, chat, and inbound/outbound phone support.

• Address customer inquiries related to billing, licensing, and website functionality.

• Assist with questions about Soundstripe’s licensing agreements, ensuring customers fully understand the terms, conditions, and related invoices.

• Assess and escalate customer concerns or feedback to management when necessary.

• Partner with cross-functional teams by handling account maintenance tasks, account adjustments, and other related functions.

• Collaborate with the management team to identify and implement process improvements that enhance the efficiency of customer support operations and systems.

What You Bring to the Table

• Experience & Skills: You have strong organizational skills and excel at multitasking and prioritizing effectively. Your exceptional attention to detail and time management ensure tasks are completed accurately and on time.

• Communication Proficiency: With excellent written and verbal communication skills, you can articulate ideas clearly and effectively.

• Problem-Solving Mindset: You approach challenges with a solutions-oriented perspective, finding innovative ways to address customer needs.

• Adaptability: Thriving in fast-paced, high-volume environments is second nature to you, and you're self-motivated–easily adaptable to shifting priorities.

• Team Player: You bring a collaborative, team-focused attitude and are always ready to assist with special projects as required.

• Tech Savvy: You have a technical understanding and the ability to learn and adapt to new systems and platforms is as important as interpersonal and organizational strengths in this role. Soundstripe’s Customer Care, Licensing Concierge will be required to operate within the following software and applications:  Mac OS, Google Suite, Asana, Slack, Hubspot, and more.

Preferred Qualifications:

• Minimum of 2 years of experience in customer service or a related field.

• Familiarity with music licensing, specifically in Sync and Performance rights.

• Proficiency in using HubSpot or similar CRM tools is highly desirable.

Who Will Love This Job

You deal well with ambiguity. As a Licensing Concierge, navigating the unpredictability of customer demand is essential. Whether managing a sudden influx of support requests, resolving unexpected issues related to product, marketing, or engineering–or proactively planning for future customer needs–your ability to embrace uncertainty and handle the dynamic nature of customer care will be crucial.

You have a positive outlook. Delivering consistent, efficient, and whimsical Customer Care can be challenging at times. At Soundstripe, we “Confront harsh realities with optimism,” and our Licensing Concierge will exemplify this value by maintaining a positive attitude and approach, even when facing support obstacles.

You are efficient. Crafting a seamless and efficient customer experience is a core expectation for our Licensing Concierge. Success in this role requires strong organizational skills, the ability to prioritize tasks effectively, and a genuine commitment to enhancing our Customer Care systems and processes.

You are agile. Customer Care is rarely predictable. The demands of the role require agility and a readiness to pivot strategies as customer needs evolve. Our Licensing Concierge will embrace change and excel at adjusting methods, delegations, and focus areas to align with the business's needs and deliver outstanding customer support.

You are customer focused. At Soundstripe, we "Provide all customers with genuine and whimsical care." A sincere passion for serving and supporting customers is essential to thriving in the role of Licensing Concierge. Our product fulfills a vital need for creatives, and the Customer Care team is dedicated to delivering an exceptional experience to every customer. As Licensing Concierge, you will embody this whimsical and customer-focused approach in every interaction.

You value what we value - At Soundstripe, our Core Values are at the heart of everything we do. They guide our big decisions and shape our everyday tasks, fueling our growth and success. We believe these values are what make Soundstripe special and are excited to welcome team members who embrace them as much as we do.

Our Core Values

• Provide all customers with genuine and whimsical care.

• Confront harsh realities with optimism.

• Keep it light.

• Learn & Grow.

• Clear Communication is kind.

• Make it better.

• Date the model, marry the mission.

• Be humble.

• Quality over quantity.

• Done is better than perfect.

Disclaimer

Soundstripe is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce. Soundstripe provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Soundstripe complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.