We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

Virgin Music Group is currently looking for Label Support Manager to be based in the Philippines/Indonesia.

As a Label Support Manager, you will work within our existing customer service infrastructure to support internal and external partners. In this role, you will provide responsive frontline support, contribute to and leverage an extensive knowledge base, and handle user setup, admin and permissions tasks. You’ll also play a central role in improving support standards, policies and procedures as well as drive system improvements.

About the role:

• Take a hands-on approach in rapidly responding to common inquiries and directing users to relevant help articles.
• Deliver consistently in terms of speed and quality of response, both as an individual and in collaboration with other teams.
• Understand the functions of various teams within the company and escalate issues to them as needed.
• Identify patterns in feedback to identify and escalate problems, upgrades to our processes, knowledge base, and communication strategies with internal and external partners.
• Facilitate and improve the knowledge capture process while helping to build and maintain our knowledge base
• Develop cross-departmental relationships to identify areas where we can create internal and external documentation and training materials (presentations, guides, forms).
• Identify and implement automations in our customer service applications based on firsthand experience with recurring issue types.
• Disseminate application training materials and updates while also providing feedback on issues, bugs, and feature requests to the Product Team.

Desirable traits:

• 3+ years experience in customer facing support management role, especially in digital music distribution or related fields
• Strong attention to detail, extremely well-organized and able to deliver across multiple simultaneous tasks
• Excellent customer service and relationship-building capability — always with a professional demeanor
• Ability to handle day-to-day inquiries and apply that experience to drive conversations around process improvement
• Experience in Zendesk mechanics including configuration, views, automations, SLAs, triggers, and reporting
• Experience integrating systems like Zendesk with Confluence, JIRA, Monday.com, Slack and proprietary systems a plus
• Articulate in written and oral communication skills with a knack for technical writing
• Experience with top digital music service interfaces, social media applications, and digital music best practices a major plus

Interested? Please follow the link to submit your application today!

Note: Only shortlisted applicants will be contacted.

About us:

Universal Music Group (UMG) is the world leader in music-based entertainment, with a broad array of businesses engaged in recorded music, music publishing, merchandising and audiovisual content in more than 60 countries.

Featuring the most comprehensive catalog of recordings and songs across every musical genre, UMG identifies and develops artists and produces and distributes the most critically acclaimed and commercially successful music in the world. Committed to artistry, innovation and entrepreneurship, UMG fosters the development of services, platforms and business models in order to broaden artistic and commercial opportunities for our artists and create new experiences for fans.

UMG's catalog is marketed through two distinct divisions, Universal Music Enterprises (in the U.S.) and Universal Strategic Marketing (outside the U.S.). UMG also includes Universal Music Publishing Group, one of the industry's premier music publishing operations worldwide and Bravado, the leading provider of consumer, lifestyle and branding services to recording artists and entertainment brands around the world.