Royalties Support Coordinator

Symphonic Distribution is a 100% independent music distribution and marketing company headquartered in downtown Tampa, FL and with offices in Nashville, Los Angeles, New York, Mexico City, Bogota, Sao Paolo and more. We focus on distributing, promoting, and developing great independent music from artists and record labels. Not only do we want to work with some great and prolific creators, we want to also work with creative, passionate, positive, and forward-thinking individuals. As a company, we want to have an environment that is inclusive, diverse, and accepting so that everyone, regardless of their background, race, or sexual orientation, has a chance to do great things in the industries of music, tech, and marketing. The Royalties Support Coordinator will work full time in Colombia and will come with some really cool perks as well as ensuring that as an individual you have the proper work/life balance.

Salary // $2,750,000 to $3,575,000 COP Monthly (gross), depending on experience

In a nutshell//

The Royalties Support Coordinator for Symphonic is the liaison between Symphonic customers, partners, and other departments within the organization. The role consists of assisting clients and Symphonic internal departments with royalty-related questions, technical support, accounting-related questions, contract review and reconciliation, and other tasks related to royalties that arise.  

What you will do //  

• Engage in day-to-day discussions for client requests including managing difficult or emotional customer situations, responding promptly to customer needs, investigating and troubleshooting royalty-related inquiries, communicating customer feedback to internal team members, responding to service requests, and consistently meeting commitments.
  • Thoroughly understand royalty-related aspects of Symphonic Distribution’s user interface, internal processes and policies
  • Become familiar with Symphonic’s client base - to utilize current policies and critical thinking to determine the level of support and appropriate responses / escalation paths for each client inquiry
  • Utilize SQL queries and MS Excel to investigate and solve royalty-related inquiries
  • Suggest solutions to clients - show and enable clients to learn the system properly.
  • Communicate and collaborate on potential technical issues / bugs / new feature requests with the royalties and product/tech teams.
• Perform a monthly quality assurance and reconciliation review of client royalty rates
  • Utilize MS Excel data exports from Hubspot to identify new clients and renewals
  • Compare and notate client royalty rates in Hubspot data to PDF client agreements for quality assurance purposes
• Assist with royalty-related data entry, data imports, and reporting as needed
• Utilize and provide feedback / suggestions for continuous refinement of Symphonic’s royalty-related knowledge-base articles
• Provide feedback and suggestions for continuous improvement of relevant processes and tools
• Achieve robust goals and turnaround times within a fast-paced and multi-faceted environment

What you need to have //  

• Mid-level experience with remote client support / virtual help desk  
• Mid-level experience with SQL, Relational Databases, Microsoft Excel, and Google Apps
• Excellent attention to detail
• Outstanding organizational and time management skills
• Advance critical thinking and problem solving
• Excellent interpersonal and communication skills
• Experience with collaborating effectively with remote team members
• Ability to effectively work independently
• Ability to speak, write and read English and Spanish fluently  
• Typing speed of at least 70 words per minute with at least 93% accuracy
• Ability to perform basic math calculations and apply basic accounting concepts
• Ability to learn and work with a variety of platforms and constantly evolving technologies
• Perform repetitive tasks with excellent accuracy and continuous sense of urgency
• High School Diploma or GED 

What will set you apart //  

• Experience resolving systems issues or investigating customer service inquiries
• Experience with accounting and/or royalty-related concepts and data
• Experience with MS SQL, Snowflake, and/or Mode
• Curiosity and drive to continuously learn, discover and solve problems
• Motivation and energy to work with a sense of urgency while producing an excellent level of quality work
• Music industry experience

Additional Insights //

• This role will report to the Royalties Director, based in Tampa, Florida.
• This role may take direction from other members of the Royalties team. 

About Symphonic Distribution

Symphonic Distribution enables content creators to fully maximize their music’s revenue and grow their global audience. The company focuses on working with: record labels, artists, managers, producers, social media influencers, and even distributors just like us to get their messages seen and heard. While our core business is to distribute music digitally and physically for the many talented creators that we have the honor of working with, we focus on a number of services, such as: Physical Distribution, User Generated Content Monetization on YouTube, Tik Tok, Triller, Instagram, Release Promotion such as Playlist pitching, marketing diagnostics, strategy and a number of other very important services to ensure that creators are maximizing and collecting on as many royalties as possible. Symphonic also showcases one of the largest partnership networks available, partnering with Spotify, Apple Music, Pandora, Amazon, and many other services where music can be consumed on. Check out more about us on our website at www.symdistro.com