Customer Support Associate

CD Baby is the world’s largest digital distribution platform for independent artists. For more than 20 years, we’ve empowered creators to release their music to Spotify, Apple Music, YouTube, Amazon Music, Instagram, TikTok, and 150+ other platforms worldwide—paying out nearly $1 billion in earnings directly to independent artists. CD Baby is owned and operated by Downtown Music Holdings.

As a Customer Support Associate, you will deliver high-quality email support to independent artists, resolving a high volume of inquiries with accuracy, efficiency, and empathy. You’ll handle complex issues involving royalties, metadata, distribution workflows, account configuration, and product functionality—all while helping improve the overall customer experience. This unique opportunity will allow you to develop a broad understanding of our operations and directly impact the success of musicians worldwide.

You’ll partner closely with your teammates and the Head of Operations, APAC to surface insights that make our processes, tools, and documentation better for artists and for the broader team. This role involves variable working hours and may periodically require weekend availability and staggered shifts, including evening or overnight work.

• The role is full-time and predominantly remote. We welcome applications from candidates only based in Manila, NCR**
  
  
  

What You Do:

• Manage a high volume of customer support inquiries related to digital distribution, account management, and available services, while maintaining accuracy and customer satisfaction
• Investigate and resolve customer issues and requests efficiently and effectively, ensuring timely solutions and maintaining high levels of customer satisfaction
• Identify recurring issues, trends, or customer pain points and provide feedback to the Head of Operations, APAC to support improvements in workflows
• Maintain thorough records of customer interactions and contribute to the development of resources and processes to improve the overall customer experience
• Maintain expert-level knowledge of CD Baby’s products, distribution pipelines, publishing, copyright, monetization, and related industry topics
• Continuously expand your knowledge of the music industry, digital distribution, copyright, and company policies to effectively support artists and internal teams
  
  
  

Who You Are:

• Minimum of 2 years of experience in customer support, help desk, or contact center roles
• Outstanding English communication, both verbal and written, with the ability to interact professionally and empathetically with artists and colleagues
• Detail-oriented, process-driven, and comfortable following established workflows
• Highly organized, detail-oriented, and able to manage high-volume, repetitive tasks while maintaining accuracy and professionalism
• Quick learner who is comfortable navigating multiple systems and tools
• Positive, proactive attitude and ability to work both independently and collaboratively
• Experience with Zendesk or similar ticketing systems preferred
• Familiarity with the music industry or digital distribution is a plus but not required
• You are comfortable working autonomously from home but are willing and able to travel to our hub for team syncs
• Ideally, you are based in the National Capital Region or a surrounding city/province
  
  
  

In order to provide equal employment and advancement opportunities to all individuals, CD Baby does not discriminate in employment opportunities or practices. The hiring range for this position is 36,000 PHP to 42,000 PHP per month. As a candidate for this position, your salary and related elements of compensation will be contingent upon various factors including, but not limited to, work experience, geographic location and relevant skills.

Final Notes

• If you are a recruiter, please do not contact us with candidates for this position unless we have engaged with you to do so.

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