Customer Support Manager at Linkfire

Linkfire is the number #1 marketing tool for the creative and entertainment industry. We work with the biggest names in the music industry and route 60+ Million fans every month to the music they love. A growing company with +110 employees working out of our offices in Lisbon, Copenhagen, New York and Los Angeles.

We are looking for a full-time Customer Support Manager. Aside from client communication, day-to-day management and support to our business clients in mainly Nigeria, South Africa and Ghana, you will be part of a new team shaping the direction of Linkfire Africa.

The Role:

As a Customer Support Manager at Linkfire, you will work closely with many different players in the music industry. From DSP’s and labels to individual artists and distribution companies. Working at the forefront of mar-tech we empower our clients to conquer digital music marketing and we help them get the most out of their data to drive decision making.

We strive to make sure we give our clients the best service possible and this requires that you are willing to go the extra mile. In your daily tasks, you will support in developing local strategies and identify opportunities by building up a pipeline of potential stakeholders.

You will become part of a team with a strong emphasis on building long-­term client relationships and client portfolios within the music industry. In cooperation with the regional manager of Africa, you will be responsible to take action on solving technical challenges for our clients on the continent and be proactive in ideas on how to use the Linkfire tool.

You will work closely with the Customer Success team in Copenhagen and New York as well as our sales department in Accra, Ghana. Your tasks will include onboarding and continuous training of our tool, driving renewal processes and detech upsell opportunities, but also gathering feedback from our clients.

Your tasks

• Meet our current and potential clients (online and offline).
• Onboard new clients to our tool
• Support clients with any challenges they might encounter and provide proactive support
• Support your colleagues with research and finding solutions internally.
• Provide and create reports for current and potential clients
• Become an expert on all Linkfire products so you can clearly articulate and demonstrate our value proposition, creating excitement and enthusiasm among prospects
• Work closely with our customer success and sales executive team

Abilities and Skills:

We are looking for candidates with people skills, are ambitious and not afraid to deal with a variety of stakeholders. You thrive in a fast-paced environment and solve problems before they become problems. Maybe you are a freelancer, looking to transit into a full-time role.

• An international profile and speak and write English fluently
• You are a team player who values collaboration
• +2 years of working experience
• Great people skills combined with a mentality of putting the client at the centre
• You are comfortable working remotely and individually from time to time
• Ambitious and a good communicator.
• You understand tech and are comfortable with tools such as Google slides, sheets and Gmail.
• Interested and curious about the music industry
• Experience working with digital media, social media, digital marketing, ads is an advantage
• Basic understanding of the music market in Nigeria, South Africa, Ghana or all and its complexity.  Prior experience in the music and/or advertising industry is a plus, but not a requirement

 What we offer:

• The opportunity to work in one of the fastest-growing music tech companies in the world.
• An open, informal entrepreneurial startup working environment.
• A truly international spirit, with over 20+ different nationalities.
• No two days that are alike
• Cool virtual events with our four other offices and much more.
• Equipment and well-being budget
• Paid time off

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