Remote Client Support Coordinator – Music Distribution & Technology Specialist (Entry‑Level)

Welcome to FUGA – The Pulse of Modern Music Distribution FUGA is more than a music‑distribution platform; we are a catalyst for creativity, technology, and global connectivity. As part of Downtown Music Holdings, we power over 800 forward‑thinking record labels—including iconic names such as Beggars Group, Epitaph, Naxos, and Ninja Tune—by delivering their music to every major digital service provider (DSP) worldwide. From Spotify and Apple Music to Amazon Music and beyond, our cutting‑edge suite of tools enables artists and labels to maximize revenue, simplify royalty accounting, and expand their audience reach. Our mission is simple yet ambitious: to empower creators by providing the most reliable, transparent, and innovative distribution service on the planet. With offices in Amsterdam, New York, London, Los Angeles, Paris, Rome, Berlin, Seoul, and satellite teams across Rio de Janeiro, Bogotá, Mexico City, Buenos Aires, Stockholm, Sydney, Singapore, and Tokyo, we thrive on cultural diversity, collaborative spirit, and a shared passion for music. Why This Role Is Your Gateway to a Thriving Career As a Client Support Coordinator working remotely, you will be the first point of contact for our label partners and DSP collaborators. This is an entry‑level opportunity designed to immerse you in the full spectrum of music‑distribution technology, giving you hands‑on experience with product onboarding, release quality assurance, and royalty‑reporting workflows. While the position is junior, FUGA’s Client Support team includes members at every seniority level, creating a clear pathway for rapid growth, mentorship, and internal mobility. Key Responsibilities – What Your Day‑to‑Day Will Look Like

• First‑Line Partner Support: Respond promptly and professionally to inquiries from record labels, distributors, and DSP partners via email, chat, and video calls.
• Release Quality Assurance: Verify that digital releases—including metadata, artwork, and audio files—meet FUGA’s high standards before they are sent to platforms such as Spotify, Apple Music, Deezer, and Tidal.
• Problem Solving & Issue Escalation: Diagnose technical or data‑related problems, troubleshoot alongside product engineers, and ensure timely resolution for our clients.
• Documentation & Knowledge‑Base Management: Create and maintain clear, concise support articles, FAQs, and internal process guides to empower both clients and teammates.
• Cross‑Functional Collaboration: Partner with product, sales, marketing, and finance teams to convey client feedback, suggest feature improvements, and ensure alignment on release schedules.
• Data Analysis & Reporting: Generate weekly and monthly reports on support ticket volumes, resolution times, and client satisfaction metrics; use insights to drive continuous improvement.
• Client On‑boarding & Training: Conduct virtual onboarding sessions for new label partners, guiding them through FUGA’s platform functionalities and best practices.
• Industry Research: Stay up‑to‑date with emerging trends in digital music consumption, DSP policies, and royalty frameworks to provide informed advice to partners.

Essential Qualifications – What You Must Bring

• Passion for Music: A genuine love for music across genres, with a particular affinity for classical music (e.g., playing an instrument, understanding classical metadata, or previous exposure to classical catalogues).
• Excellent Communication Skills: Fluency in written and spoken English, with the ability to articulate complex technical concepts clearly to an international audience.
• Customer‑Centric Mindset: Demonstrated commitment to delivering exceptional service, attentiveness to detail, and proactive follow‑through on client requests.
• Analytical Thinking: Strong problem‑solving abilities; comfort working with data, identifying patterns, and proposing actionable solutions.
• Organizational Ability: Capacity to manage multiple priorities, meet deadlines, and maintain high accuracy in a fast‑paced environment.
• Tech‑Savvy Attitude: Familiarity with digital platforms, basic understanding of audio file formats, metadata standards, and a willingness to quickly learn new software tools.
• Team Collaboration: Experience working in agile or cross‑functional teams, respecting diverse viewpoints and contributing positively to group dynamics.

Preferred Experience – What Will Set You Apart

• Previous experience in a customer‑support or client‑services role, especially within SaaS, m