Overview
Label Support Manager – London, N1C 4AG, United Kingdom
The A Side: A Day in The Life
Virgin Music Group is the world’s leading partner to independent labels and artists who require a standalone team with global infrastructure and local expertise in every major music market around the world. Virgin Music Group offers compelling, efficient, and highly flexible global solutions with the most advanced marketing technology available for independent record labels and artists who want to succeed.
As a 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.
Strong background in customer service, analysis, support systems and stakeholder management required.
The B Side: Skills & Experience
Be Organized
- Take a hands-on approach in rapidly responding to common inquiries and directing users to relevant help articles.
Be Analytical
- Identify patterns in feedback to identify and escalate problems, upgrades to our processes, knowledge base, and communication strategies with internal and external partners.
- Identify and implement automations in our customer service applications based on first-hand experience with recurring issue types.
Be Collaborative
- 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.
- Develop cross-departmental relationships to identify areas where we can create internal and external documentation and training materials (presentations, guides, forms).
- Disseminate application training materials and updates while also providing feedback on issues, bugs, and feature requests to the Product Team.
Be Innovative
- Facilitate and improve the knowledge capture process while helping to build and maintain our knowledge base.
Person Specification
- Proven track record 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 demeanour.
- 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.
Benefits
- Group Personal Pension Scheme (between 3% and 9%)
- Private Medical Insurance
- 25 paid days of annual leave
- Interest Free Season Ticket Loan
- Holiday Purchase scheme
- Dental and Travel Insurance options
- Cycle to Work Scheme
- Salary Sacrifice Cars
- Subsidised Gym Membership
- Employee Discounts (Reward Gateway)