Job Description

Job Description:

The Publishing Support Specialist, reporting to the Senior Manager, Writer/Publisher Relations, will work directly with TuneCore Publishing artists and songwriters to help them distribute their music online, submit songs for publishing administration, answer royalty questions, investigate copyright infringement claims and resolve general queries related to publishing administration. This role will be responsible for providing client support in a customer facing capacity but also working collaboratively across departments to perform various administrative and operational tasks to ensure world class service is upheld and value maximized for each client. In addition to client support, responsibilities may include creative contributions to playlisting, taste making and otherwise noting of significant client works, as well as data consolidation and optimization.

They will work collaboratively with the augmented Publishing Rights Team, Copyright Administration Team, Artist Support Team, Content Review & Rights Administration Team and TuneCore’s Staff Attorneys.

The ideal candidate has an intermediate understanding of publishing administration, copyright laws and a basic understanding of mechanical licensing, and other common music licenses. They also have exceptional written communication and organizational skills.

Specific Duties:

• Answer emails and phone calls to help clients distribute their music, submit songs for administration and manage their publishing rights, as well as utilize other TuneCore services.
• Efficiently execute the flow of day-to-day operations, prioritize workload, and handle client tickets in a timely manner ensuring CSAT and SLA targets are maintained.
• Educate and assist clients with song submissions, ensuring accurate data and splits are submitted and validated.
• Resolve issues and questions TuneCore Publishing clients have about TuneCore products and services.
• Provide reporting on client and product issues when they arise.
• Respond to basic questions about copyright/IP from clients.
• Provide publishing client account management; auditing song submissions and registrations ensuring clients are maximizing their catalogue value.
• Support publishing client acquisition and upsell initiatives identifying leads for client and asset acquisition.
• Assist with both one-to-one and one-to-many upsell functions either leading or supporting the events.
• Providing support to copyright and income tracking teams to ensure clients are being accurately paid and submitting songs for administration.
• In conjunction with AI software, listen, curate and tag incoming music submissions for TuneCore Sync.
• Work cross-functionally to resolve copyright and ownership disputes.
• Contribute to a team environment that encourages accountability, high standards and optimization.
• Perform other duties as assigned by management.

Experience:

• 1+ years of prior experience working at a publishing company or royalty collection society preferred.
• 1-2 years of general customer-facing experience in a technical or entertainment industry environment.
• Experience working with creatives preferred.

Qualifications

Equipment Operations:

• Experience with Zendesk or equivalent customer service software (HubSpot, Salesforce, etc.)
• Experience with Jira or equivalent issue tracking software
• Experience with society public repertory research
• Proficient in Google Docs and Microsoft Office
• Exceptional communications skills: written, verbal and interpersonal.
• Strong problem-solving and decision-making skills.
• Intermediate understanding of copyright/IP in a high-tech environment
• Proactive, energetic attitude with a desire to work in a results-oriented and deadline-driven environment.

Knowledge/Certifications:

• Excellent communications skills: written, verbal and interpersonal.
• Strong problem-solving and decision-making skills.
• Intermediate understanding of copyright/IP in a high-tech environment
• Proactive, energetic attitude with a desire to work in a results-oriented and deadline-driven environment.
• Familiarity with Jira or other issue-tracking software.

Education:

• BA/BS preferred.

Additional Information

Other Duties

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to fingers, handle or feel; and reach with hands and arms.
• This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Relations with Others:

• Content Operations and Legal
• Customer Care
• Artist & Partner Relations
• Fraud Prevention
• Finance
• Product
• Publishing Administration
• Technology