You are a thoughtful, confident, and proactive problem solver. This isn’t your first time in a support role and you have some experience working with clients. Now you’re looking for a position that is not about thoughtlessly grinding through a queue all day long or sticking to a script. Yes, at Next Big Sound you are responsible for getting back to our clients in a thorough and prompt fashion, but there is much more to your role than getting to inbox zero. This position has a large amount of autonomy and like everyone at Next Big Sound you are able to self select on to projects that work towards Next Big Sound’s goals and your passions.
What you’ll be doing
Our mission is simple – we enable our clients to make smarter, braver decisions using data. In order to succeed, we need a team member who does more than support our clients; as the voice of the customer, you also empathize with their problems and champion creative solutions.
Your Top Priorities:
– Answer questions via email and Twitter
– Communicate client feedback to the Next Big Sound team
– Spot and report issue patterns in Zendesk and DoneDone
– Support materials that teach and empower our clients
– Automate recurring tasks and increase department efficiency
– Investigate and escalate data issues and product bugs
You will be the first full-time Client Experience Associate at Next Big Sound and it’s up to you to help determine exactly what that means. Think our clients would benefit from video tutorials? Make them and track the improvements. Noticing that a lot of clients are asking the same questions about a feature? Work with the product team to find a better solution than a canned response. Be proactive, use your creativity to find engaging new ways to help our clients and partners.
About Next Big Sound
Launched in 2009, Next Big Sound is the leading provider of analytics and insights for the music industry (and beyond). We merge tens of billions of data points from social media for hundreds of thousands of artists with our customers' proprietary sales and streaming data. We cover over 70% of the global recorded music industry, and use our data to forecast the next big selling artist. Next Big Sound powers the Social 50 and Next Big Sound charts for Billboard, artist analytics for Spotify, and has raised $7.5m in venture financing from Foundry Group, IA Ventures, SofttechVC, and a handful of angel investors.