Client Support Specialist (Royalty Share)

TL;DR

Client Support Specialist (Royalty Share): Managing and supporting Book Publisher accounts by overseeing digital sales file processing and resolving technical data issues with an accent on data mapping and client relationship management. Focus on diagnosing technical errors in data files, coordinating with product teams for solutions, and optimizing departmental workflows.

Location: San Diego (Hybrid - in office 4 days a week)

Salary: $71,000 - $75,000 USD

Company

hirify.global is a leading global music distributor and Artist & Label services company operating in 50+ markets worldwide, specializing in blending industry expertise with technology to empower creators.

What you will do

• Act as the primary point of contact for designated Book Publisher accounts.
• Manage and execute monthly digital sales file processing, ensuring accuracy and deadline adherence.
• Lead monthly or quarterly status calls to review performance and resolve outstanding issues.
• Resolve daily customer service tickets and diagnose technical errors in data files.
• Collaborate with Senior Account Management and Product teams to prioritize development cases.
• Partner with leadership to optimize departmental workflows and report on client satisfaction trends.

Requirements

• Minimum 3 years experience in Customer Service or Technical Project Management supporting complex software.
• Strong analytical skills with the ability to review complex data files and identify errors.
• Advanced proficiency in Microsoft Excel for data analysis and reporting.
• Hands-on experience with industry tools such as Zendesk and JIRA.
• Proven ability to bridge communication between customers and product development teams.
• Must be based in San Diego (office-first role, 4 days a week).

Culture & Benefits

• Comprehensive health package including medical, dental, vision, life, and disability coverage.
• 401K plan with employer matching.
• Fully paid leave for childbirth, bonding, and caregivers.
• Subsidized back-up child and elder care.
• Investment in professional growth and development.
• Annual winter recess time off.