Customer Experience Solutions Specialist at Universal Music Group

Philadelphia, Pennsylvania, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Music, Entertainment, eCommerceIndustries

Requirements

Hands-on expertise in Zendesk administration, configuration, and optimization
Strong knowledge of the Zendesk Suite (Support, Guide, Explore, Talk, Chat) and experience with SDKs and APIs
Experience with API-based integrations and middleware platforms
Proven ability to translate business requirements into effective technical solutions
Track record of improving processes, adoption, and customer experiences within Zendesk
Strong understanding of customer service operations and best practices
Skilled in reporting, analytics, and dashboard creation to guide decision-making
Excellent problem-solving abilities with high attention to detail
Effective communicator, with demonstrated success in cross-functional collaboration
Experience leading or contributing to cross-functional projects involving multiple stakeholders
3+ years of experience in Zendesk administration
Expertise in configuring workflows, automations, triggers, SLAs, macros, and roles
Demonstrated success aligning Zendesk capabilities with strategic business objectives
Experience generating insights and recommendations through data analysis and reporting
Background in customer support, operations, or CX strategy preferred
Bachelor’s degree (or equivalent experience) in IT, Engineering, or a related technical field
Zendesk Administrator Certification preferred (past or current), but not required

Responsibilities

Configure, administer, and optimize Zendesk, including workflows, automations, triggers, SLAs, macros, and reporting
Maintain and improve ticketing workflows to increase efficiency for both agents and end users
Manage user roles, permissions, and system access in alignment with security and compliance standards
Partner cross-functionally with stakeholders to identify opportunities for workflow improvements, automation, and self-service expansion
Leverage reporting and analytics to track performance, identify trends, and recommend enhancements
Troubleshoot technical issues in collaboration with the UMG Zendesk Admin Lead and Zendesk Support
Serve as the Zendesk subject matter expert (SME), providing training, guidance, and support to agents, administrators, and business stakeholders, including eCommerce partners
Stay informed on new Zendesk features, updates, and best practices to drive platform adoption and continuous improvement

Skills

Zendesk

Zendesk Administration

Zendesk Suite

Zendesk Support

Workflows

Automations

Triggers

SLAs

Macros

Reporting

Analytics

Troubleshooting

Ticketing

User Roles

Permissions

Security

Compliance

Universal Music Group

Global music recording, publishing, and distribution

About Universal Music Group

Universal Music Group (UMG) operates as a major player in the global music industry, engaging in recording, publishing, and distribution across over 60 countries. The company works with a wide range of clients, from famous artists like Elton John and Taylor Swift to new and independent musicians. UMG's operations include selling physical and digital music, streaming services, licensing music for various media, and organizing live performances. The company signs artists to contracts, produces their music, and manages their publishing rights, while also offering marketing and promotional services to help artists expand their reach. UMG generates revenue through multiple channels, including music sales, streaming subscriptions, licensing fees, live performances, and merchandise. This diverse approach allows UMG to maintain its leadership position in the music market by providing comprehensive support to artists and capitalizing on various revenue opportunities.

Santa Monica, CaliforniaHeadquarters

1934Year Founded

$3,890.9MTotal Funding

IPOCompany Stage

Consumer Goods, EntertainmentIndustries

10,001+Employees

Benefits

Competitive Salary

401k

Flexible PTO

Medical, dental, visiion insurance

Student Loan Repayment Assistance & Tuition Reimbursement

Well-Being Allowance

Risks

Legal battle with Drake over 'pay-for-play' could harm UMG's reputation.

Downtown Music acquisition may face regulatory scrutiny, delaying expansion plans.

AI partnership with Amazon may not fully address evolving AI content challenges.

Differentiation

UMG leads the music industry with a diverse global presence in 60+ countries.

UMG's artist-centric streaming model enhances engagement and revenue for musicians.

UMG's strategic partnerships, like with Amazon, bolster innovation and content protection.

Upsides

UMG's acquisition of Downtown Music boosts its independent music sector presence.

Partnership with KLAY Vision positions UMG as a leader in AI-driven music innovation.

Collaboration with WPP enhances UMG's marketing capabilities and global reach.

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