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 enhance efficiency in music distribution, financial reporting, and simplify 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:KEY RESPONSIBILITIESOversee 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.REQUIREMENTSProven 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.#J-18808-Ljbffr