Support & Distribution Specialist

4 weeks ago

Montréal, Canada LANDR Full time

**LANDR** is a fast-growing audio company made up of left-brained creative technologists, right-brained music professionals and everyone in between. Together, we are revolutionizing the process for music makers to help them create, master, distribute and promote their music.

We love music. We love musicians. Our mission is to give music makers the freedom to create and be heard. We bring our love of music to the office every day and we are continuously innovating to create experiences that delight and engage our audience of over 4 million music creators. We love best practices but we aren’t afraid to break them.

The team is growing and we are looking for a Support & Distribution Specialist who will be responsible for addressing client inquiries, ensuring adherence to distribution standards for music submissions, guiding users through issue resolution, and maintaining a comprehensive record of user experiences and feedback.

**Responsibilities**
- Assist customers with technical issues related to the use of LANDR's different product offerings and distribution services.
- Guide customers through troubleshooting steps to resolve software or hardware-related problems.
- Educate customers on the features and functionalities of LANDR's products and services.
- Process customer orders, including subscriptions, upgrades, and cancellations, ensuring accuracy and adherence to company policies.
- Investigate and resolve billing inquiries and payment-related issues.
- Document customer interactions, feedback, and resolutions in the company's CRM system.
- Collaborate with other departments, such as product development and engineering, to escalate and resolve complex customer issues.
- Proactively identify trends in customer inquiries and feedback to improve products and services.
- Uphold a high standard of professionalism and customer service, ensuring customer satisfaction and retention.
- Stay informed about industry trends, competitor offerings, and product updates to better assist customers.
- Participate in training sessions and continuous learning opportunities to enhance product knowledge and customer support skills.

**If you recognize yourself in the following, we want you on our team**:

- Passionate about every single client being happy with our products
- You’re sensitive to their needs, you love helping people out, and you can turn any negativity into a smile
- You have a keen interest in technology & music
- You have crazy good troubleshooting skills and love solving problems. You’re also super organized and love keeping track of things. You’re not scared to strive for results.
- Ability to multitask and to make decisions quickly
- Ability to contribute in a close-knit team environment and you’re a great communicator, but you’re also perfectly comfortable working autonomously and can figure stuff out on your own
- Strong writing skills in both English and French. A third language would be a huge asset
- Ability to handle 70+ support tickets daily.
- Available to work on Saturdays & Sundays

**Qualifications**:

- Experience working in a Customer Support role
- Passion for and knowledge of music and music industry
- Experience working in label A&R department or any experience with music distribution is an asset
- Studied in recording, music or engineering is an asset
- Experience working in a fast-paced startup environment an asset

Here are a few **perks** that we enjoy at LANDR:

- Competitive compensation, based on your role, experience and expertise
- Flexible hours to balance with your personal life
- Health insurance coverage, with access to a doctor via Maple and to an Employee Assistance Program
- Your birthday is a free day
- Annual public transit (Montreal employees) & sport activity allowance
- Free access to the LANDR products
- Open office space in the Mile End with an audio-powered stage for hosting music events
- LANDR Band
- Partnerships with local music events & festivals (MUTEK, Pop Montreal, Igloofest )

We work hard to create the best experience for our employees and we’d love for you to be a part of it**LANDR** est une société audio à croissance rapide composée de créatif.ve.s, de technologues, de professionnel.le.s de la musique ainsi que de toutes les combinaisons possibles de ces domaines. Ensemble, nous révolutionnons le processus des créateur.trice.s de musique pour les aider à créer, maîtriser, distribuer et promouvoir leur musique.

Nous aimons la musique. Nous aimons les musiciens. Notre mission est de donner aux créateurs et aux créatrices de musique la liberté de créer et d'être entendus. Nous apportons chaque jour notre amour de la musique au bureau et nous innovons continuellement pour créer des expériences qui ravissent et engagent notre public de plus de 4 millions de créateurs de musique. Nous aimons les meilleures pratiques, mais nous n’avons pas peur de les briser.

L’équipe grandit et nous sommes à la recherche d'un spécialis

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