Associate, Customer Success

Based in Nashville, TN and reporting into the VP, Core Administration Services the Customer Success Associate will serve as the primary point of contact for our customers, managing inquiries and ensuring a seamless experience. Day to day, you will leverage Zendesk to respond to questions and collaborate cross-functionally to enhance our services. 

This is an exciting opportunity to join us as a founding Customer Success Associate in Nashville, and play a crucial role in shaping the future of our customer support team. 

If you are interested in joining a team committed to exceptional customer service and help us build effective processes from the ground up, we would love to hear from you!

WHAT DOES A CUSTOMER SUCCESS ASSOCIATE DO AT KOBALT?

• You are the strategic and supportive partner for our clients from the time they sign their agreement with us, responding to inquiries via Zendesk in a timely and professional manner through the lifecycle of their account.
• You draft, update, and maintain Knowledge Base articles to ensure customers have access to accurate information.
• You analyze customer data to improve the customer experience.
• You partner cross-functionally with Product, Sales, and Core Administration services to gather information and assistance on behalf of the customer as well as Product and Technology to prioritize and advocate for new features that enhance our self-service model.

WHAT SKILLS AND EXPERIENCE ARE WE LOOKING FOR? 

• You ideally have 1-3 years of experience in a Customer Success position or in a similar role focused on Customer Support.
• You have strong organizational and prioritization skills with the ability to remain calm under pressure and complete tasks efficiently.
• You are a collaborative team player who is adaptable and confident in a fast-paced, evolving environment.
• You have a high level of integrity and trustworthiness, with the ability to handle confidential information sensitively.

Any previous experience in music administration or music publishing is a plus, but most importantly you are a proactive, adaptable team player with an entrepreneurial spirit who thrives in a dynamic environment.

WHY CHOOSE US?

At Kobalt we’ve prioritized creators since we first started in 2000. Our music services and the technology we’ve built helps make the industry more fair and rewarding for artists. 

We’re trusted by some of the world’s biggest names like Doja Cat, Kali Uchis, Phoebe Bridgers, Nick Cave, Wolf Alice and Sam Fender and songwriters such as Simon Aldred (Rag N Bone Man, Liam Gallagher, Celeste) and Clarence Coffee Jr. (Dua Lipa, Lizzo, The Snuts). 

Work-Life Balance: Our hybrid work model ensures close relationships with your team, the perks of office life, and the flexibility to work from home. 

Leave Entitlement: On top of our leave entitlement, our offices close between Christmas & New Years Days, plus we give 4 additional days a year for self-care. In the summer period, we also enjoy Friday afternoons off during July and August. 

Good Vibes: We provide a subscription to Calm, and an employee assistance program to support your well-being.

Family-friendly benefits: Enhanced health insurance and parental leave entitlement. 

Learning Opportunities: We offer a range of tools and support to help you stay on track with your development goals, so you can grow and succeed in your career.

IMPORTANT NOTICE

We thrive on creativity and are committed to championing diversity. We’re dedicated to inclusiveness and provide all the resources and benefits you need to grow your career and reach your potential. We offer competitive compensation packages, professional development opportunities, and an entrepreneurial culture that makes working here not just fun, but also rewarding.

Applicants must be eligible to work in the United States. A full DBS check on acceptance of offer. Kobalt is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, age, religion, disability, sexual orientation, or any other status or characteristic protected by law.