Product Support Specialist
Description
About the job
Tone makes royalty processing simple for modern record labels and everyone who earns money from music. Our intuitive software makes it simple for a lean team to process royalties, and our team of royalty experts is always available to provide support to labels and artists of all sizes. We imagine a future where artists have the freedom to pursue their creative vision and the confidence that they’re being paid fairly for their work. Tone is the platform turning that future into reality.
Coming from the team that built Stem Distribution, Tone is the product of nearly a decade of experience offering best-in-class financial tools to artists and labels. We’ve seen firsthand the impact of paying artists and their collaborators in a clear and timely manner, and we want to empower all artists to expect nothing less. Our mission is to bring a modern finance framework to music professionals, and we’re just getting started.
We’re trusted by artist-run labels and imprints like A-Trak's Fool's Gold Records and 3LAU's Blume Records, and global music brands like Quality Control and COLORS Studios. We’re led by a driven & collaborative team from diverse backgrounds, including senior professionals from Spotify, UTA, Hired, and Apple Music. Our group of investors and strategic advisors includes Carta CEO Henry Ward, Quality Control Music co-founder and COO Kevin "Coach K" Lee, and QED Investors partner Frank Rotman. Our employees include musicians, parents, activists, artists, and more. We’re united by our shared values, commitment to exceptional partnership, and fierce belief in our mission to build solutions that improve the music industry for all.
Our growing product team is seeking a Product Support Specialist to join our team and help Tone grow into the financial backbone of the music industry.
This role is full-time and fully remote, with occasional in-person get-togethers in Los Angeles for which we cover travel / lodging for out-of-town employees.
About Product at Tone:
Tone’s product team shapes our product offering both short-term and long-term. We are responsible for:
x Bringing products and features to market while driving towards the company vision and achieving business results.
x Deeply knowing and understanding our customers - primarily music artists and the teams that help them build their businesses (artist business managers, labels, and lawyers)
x Discovering customer opportunities and pain points, then innovating on solutions
x Understanding the market and industry dynamics and positioning our offering within that context.
x Moving in lockstep with our engineering team day-to-day and cycle-to-cycle on build & execution
x Collaborating with Stem’s artist & label relations team and Tone’s royalty services team to ensure our current and future customers receive product updates and are continuously providing feedback we can use to build our business
As a Product Support Specialist at Tone, you will work with our Product team to support products and features spanning financial reporting and payments, data analysis, and digital supply chain used by some of the most prominent creative names and companies today. You will work with our team to inform the building of the best user experience to set our business & customers up for success and growth.
What you’ll do:
- Be the point of escalation regarding all things royalty payments from the payee perspective: account set up, understanding payments, as well as questions regarding our application
- Manage support queues. Investigate and triage issues, resolving or prioritizing them as appropriate. Drive cross-functional visibility and alignment on issues
- Create and maintain instructional materials for internal and external users to reference about our product and offerings
- Help to capture and report on long-term business success metrics and drive product efforts that will achieve them
- Ensure the team is gathering reliable data from the field
- Handle technical and other operational duties to enable customer success
- Monitor status and impact of reported issues to aid in prioritization of work
- Responsible for oversight of small projects or multiple tasks within functional discipline
- Work with the other Engineering departments to ensure lessons learned and product improvement ideas are implemented in new system designs
- Help independent musicians stay independent, by bringing fintech to music!
Requirements
Our ideal candidate has:
- 1-3 years of experience in Operations, Product Support, or equivalent experience
- Experience gathering information for issues, and requirements for new products and processes
- Experience being customer facing and being able to bridge the technical world with customers
- Strong interpersonal communication skills, both verbal and written
- Effectively present information in one-on-one and small group situations to customers, clients, and other employees
- Maintain knowledge of departmental policies and procedures and product offering
- Experience collaborating with engineering teams and business stakeholders
- Experience with onboarding support
It's a bonus if you have:
- Exposure and/or experience in the creative industries, especially the music industry
- General understanding of digital service providers such as Spotify and Apple
- Previous experience with Business Intelligence tooling (i.e, Tableau, Periscope, and Looker)
- Experience working in a small to mid-size, fast-paced startup company environment
- Experience with customer driven development
- An understanding of the flow of master and mechanical royalties in the digital music ecosystem
Technologies/Systems/Software we use:
- Shortcut
- LogRocket
- Notion
- Lucid Chart
- Zapier
- Excel
- Google Sheets
- Google Groups
Benefits & Perks
Benefits:
- Competitive compensation package including equity for all full-time employees. We maintain salary brackets for all career tracks to ensure equitable salaries across the company.
- 100% premiums covered for employee medical, dental, and vision (60% for dependents)
- Company 401(k) match up to 4%
- Unlimited paid time off
- FSA
- Life insurance
- Student loan paydown program
- Excellent parental leave policies
Tone is an equal opportunity employer, and more than that, actively strives to build and nurture a diverse, inclusive, and equitable team. We celebrate differences and screen for shared values rather than culture fit. We are committed to providing employees with a work environment free of discrimination and harassment.
The salary range for this job is $60,000 to $73,000. This is a good faith effort at the time of posting. This range is base salary only and does not include equity, benefits, and any other compensatory components of the role.
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Stem Disintermedia Inc.
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**Overview** Stem is a distribution & payments solution for artists & their teams. Offering music & video distribution, visualized data, monthly royalty payments, simplified revenue splits, and advances on future earnings, Stem brings clarity to the complicated process of digital rights management & monetization online. Stem Disintermedia is led by a driven & collaborative team from diverse backgrounds, including senior professionals from UTA, PeerStreet, Hired, Apple Music, and FlashFunders. Our highly-strategic group of investors and senior advisors include former COO of Venmo Michael Vaughan, Acorns board member and former Wealthfront CEO Adam Nash, Carta CEO Henry Ward, Quality Control Music (Cardi B, the Migos and Lil Yachty) co-founder and COO Kevin "Coach K" Lee, Three Six Zero CEO Mark Gillespie, two-time NBC All-Star Baron Davis and WndrCo. Our employees include musicians, parents, activists, artists, and more - what unites us are our shared values, commitment to exceptional communication, and belief in Stem’s mission.