Customer Care Supervisor

As a Supervisor of the Artist Support at TuneCore, you will manage and coach a team of Artist Support representatives (agents) , overseeing their daily performance, quality standards, and SLA compliance. You will conduct regular check-ins, deliver performance reviews, train new hires, and support team members in achieving their individual and team objectives. 

You will also act as the primary point of escalation for complex and high-impact client issues, guiding your team through client and process-related challenges. In this role, you will ensure that workflows are properly followed, internal knowledge remains up to date, and technical issues are escalated to the appropriate teams when necessary. Additionally, you will collaborate with peers and your manager on continuous improvement initiatives and contribute to cross-functional projects aimed at enhancing the overall client experience and improving product offerings. The role will be reporting to the Artist support leader based in Mumbai

Responsibilities include:

• Monitor team performance, productivity, and quality standards to ensure targets are consistently met
• Oversee daily workload distribution and ensure adherence to strategy, processes, and SLA requirements
• Motivate and inspire the team to achieve their goals
• Maintain up-to-date knowledge of internal processes, product updates, and policy changes
• Serve as the primary escalation point for complex or high-impact client issues
• Identify and report technical issues that may impact clients, ensuring proper escalation to relevant teams
• Provide regular coaching, feedback, and structured 1:1 conversations
• Deliver bi-annual performance reviews and support individual development plans
• Assist in recruiting, hiring, onboarding, and training new team members
• Collaborate with cross-functional teams on special projects and continuous improvement initiatives
• Attend meetings and maintain flexibility to work across different time zones
• Identify workflow gaps and propose process optimizations to increase efficiency
• Lead Team engagement and inclusion initiatives

Function: Other
Experience Level: Not Applicable