Offer summary

Qualifications:

1–2 years of experience in customer support, preferably in digital media or music tech., Strong written and verbal communication skills to simplify complex issues., Detail-oriented with the ability to spot and correct issues in metadata and audio files., Familiarity with digital music distribution platforms and proficiency in support tools like Zendesk..

Key responsibilities:

Respond to user inquiries and technical issues with speed and professionalism.

Manage and resolve over 80 support tickets daily while maintaining accuracy.

Review and validate distribution projects for compliance with DSP guidelines.

Communicate clearly with users to resolve errors and ensure successful delivery of releases.

Job description

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CPT-8574 Support & Distribution Specialist

REQUIRED SERVICE: Business Support VA
REQUESTED EXPERIENCE TIER LEVEL: Junior- Senior Level
MIN. HOURS/WEEK: 40 hours / week
SHIFT TIME ZONE: EST
SHIFT HOURS: 2am - 10am EST (training schedule will vary and may include nights)
SHIFT DAYS: Thursday through Monday
Number of VAs: 2-3

GENDER PREFERENCE: N/A
LANGUAGES SPOKEN/PREFERENCE: English
ACCENT PREFERENCE: Neutral
REGION PREFERENCES: N/A

Support & Distribution Specialist

Job Description:

Our company looking for a Support & Distribution Specialist, who will ensure proper responses to our clients' questions and issues, as well as participate in the process where the music sent off for distribution by our users meet standard distribution requirements. You will communicate with users when something isn’t right with their release information and help them through the process until their project is ready to go, while also making sure that whatever issues they’re having are getting solved in a timely manner. You’ll be maintaining a clear scope of user experiences, issues, and feedback, and tag tickets accordingly. You’ll relay this information to the Support Team Manager.

KEY RESPONSIBILITIES:

Gain an in-depth understanding of the LANDR Distribution workflow, platform and tools
Respond to user inquiries and technical issues with speed, clarity, and professionalism — including problems related to metadata, artwork, audio files, or release eligibility
Manage and resolve 80+ support tickets daily while maintaining accuracy, tone, and responsiveness
Log, tag, and categorize tickets using support tools and escalate recurring bugs or complex issues to the Support Manager
Review and validate distribution projects before sending them to DSPs — including checking for metadata accuracy (track titles, artist names, etc.), artwork compliance (format and resolution), audio file quality, and general release eligibility based on DSP guidelines
Ensure that no errors or rejections occur due to issues that could have been caught during this review process
Communicate clearly and patiently with users to help resolve errors or missing information in their release, following up until all requirements are met
Coordinate timely and successful delivery of approved LANDR releases to DSPs (Spotify, Apple Music, etc.)

QUALIFICATIONS:

1–2 years of experience in customer support, preferably in digital media, music tech, or a fast-paced support environment
Experience with or background in the music or production industry is required
Strong written and verbal communication skills; able to simplify complex issues and guide users through resolution steps
Comfortable with high-volume ticket handling (80+ per day), multitasking, and prioritizing effectively
Detail-oriented and thorough, with the ability to spot and correct issues in metadata, artwork, audio files, and other release components
Familiarity with digital music distribution platforms and basic knowledge of DSP content guidelines (ex:Spotify, Apple Music) is a plus
Proficient with support platforms like Zendesk (or equivalent ticketing systems) and web-based tools
Tech-savvy and comfortable learning new tools quickly
A team player with a user-first mindset and a proactive attitude toward problem-solving

APPLICATION SOFTWARE KNOWLEDGEABLE/REQUIRED: Zendesk *or similar ticketing system

CLIENT INDUSTRY: Music