Famehouse, a division of UMG, is the preeminent leader in D2C solutions in music, defining & delivering the industry’s best-in-class service to connect artists with their fans. Ticket Handling & OperationsEnsure customer inquiries are handled accurately and within established service-level expectations.Partner with the Vendor Manager to support appropriate staffing levels, particularly during peak periods.Drive consistent adoption of customer service policies across agent teams.Communicate policy updates and operational changes clearly and efficiently to agents.Stakeholder Communication and ManagementLead weekly check-ins with key stakeholders to review customer service performance and trends.Partner with client management to review and create polices and customer communication as neededInternational CoordinationCollaborate with international customer service teams to resolve escalated issues and align on policies.Support a globally consistent and cohesive customer experience across regions.Reporting & InsightsCompile and distribute weekly customer service performance and status reports to stakeholders.Proactively share customer insights, recurring issues, and operational risks to inform decision-making.Support the development of customer service presentations and ad hoc reporting as needed. Here are some of the ways we support you along the way (and just a few of the benefits we offer): Check out our full overview of benefits on the Perks Playlist page of the career site. Please note, UMG is not enrolled in E-Verify in California and New York, and cannot support employment of candidates whose employer must enroll in E-Verify, for example candidates on STEM-OPT.
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