Job Description

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 current 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 recent 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

📌 Customer Care Supervisor Mumbai
🏢 Believe
📍 Mumbai