Support Agent

SoundExchange is a premier music tech organization focused on building a fairer and creator-focused industry. The Support Agent serves as the first point of contact for account holders and potential registrants, providing excellent customer service and assisting with registration and account updates. Responsibilities Provide excellent customer service to clients on the phone and via chat Respond to emails received through the Support queue in a professional, accurate, and timely manner Assist callers with the registration and account update processes Provide answers to general inquiries and specific account inquiries Properly route or escalate customer inquiries to other teams as appropriate within guidelines Ensure any other ongoing key performance indicators are met Meet customer service quality standards Provide support to SoundExchange staff (as needed) Contribute to special projects (as needed) Work overtime (as needed) during peak traffic periods Perform other duties as assigned Skills Excellent written and oral communication skills Computer skills: MS Office Suite general knowledge (Salesforce and/or database experience is a plus) Detail-oriented person, able to work independently and communicate regularly with team and manager Strong interpersonal and phone skills Post-secondary education, or equivalent work experience in the Customer Service field 1 or more years of Customer Service experience required 1 or more years of Call Center experience preferred Knowledge of music genres is a plus Company Overview SoundExchange collects and distributes digital performance royalties for sound recording. It was founded in 2003, and is headquartered in Washington, District of Columbia, USA, with a workforce of 51-200 employees. Its website is