Customer Services Support

Job Title: Customer Services Support
Employer: Sound Royalties
Reports to: Royalty Support Manager
Type of Role: Full time Employee / Onsite
Location: 1641 Worthington Road, West Palm Beach, Florida 33409

About the Company: 
Sound Royalties, founded in 2014, is the world's leading specialty finance company for the global
creative industries. We provide flexible funding solutions tailored to Music Creatives, YouTube Creators, and TV/Film Professionals, without risking ownership of their work.

About the Role:
The Customer Services Support position is based in our West Palm Beach office and reports directly to the Royalty Support Manager. This position plays a key role in delivering high-quality customer experience by managing post-funding inquiries, ensuring timely resolution, and maintaining clear communication with clients.

The ideal candidate is detail-oriented, customer-focused, and thrives in a fast-paced environment. This role requires close collaboration with cross-functional teams to ensure efficient case resolution and a seamless customer journey.

Experience & Qualifications Required: 
• 1–2 years of experience in Customer Service.
• Bilingual proficiency in English and Spanish (verbal and written) required.
• Experience with Salesforce, Microsoft Excel, and Word preferred but not required.
• Strong interpersonal skills with a customer-first mindset and the ability to manage urgent or sensitive situations.
• Excellent active listening and problem-solving skills.
• Collaborative and team-oriented approach.

Essential Responsibilities & Duties: 
• Manage post-funding customer inquiries via phone and email, ensuring timely and accurate communication.
• Utilize the Customer Service case management system to document issues, track progress, and record resolutions.
• Maintain and update the case management system daily to ensure accuracy and completeness.
• Adhere to internal turnaround times to ensure efficient case resolution, recognizing cross-departmental impact.
• Identify and escalate cases requiring management review.
• Keep the sales team informed on case status, open issues, and resolutions.
• Support customers in navigating and troubleshooting the Sound Royalties online portal.
• Address customer inquiries related to statements and account details.
• Maintain detailed documentation of all customer interactions across communication channels.
• Maintain strict confidentiality of client information and records.
• Handle customer concerns professionally, de-escalating issues when necessary.
• Provide feedback to improve customer service processes and overall experience.
• Communicate with external vendors, third parties and royalty payors as needed to obtain account information.
• Conduct quality assurance “closing calls” prior to funding, ensuring customers are fully prepared and onboarded.
• Support additional Music Servicing and Operations tasks, including ad hoc projects as needed.
• Manage professional email communications, ensuring clarity, accuracy, and engagement.
• Prepare and distribute sensitive customer documents with a high level of accuracy.
• Organize, store, and upload monthly files for audit purposes.

Why work with us?
• Our employees describe our culture as a family-type environment, and they love working here.
• We are passionate about the unique products and services we provide to the music community.
• “What’s not to love? We take care of the customers, and management takes care of us.”
• You will benefit from our excellent base pay plus overrides, 401k with a match, outstanding medical, dental and vision plans, paid time off, and our modern new office space in an eco-friendly building.
Sound Royalties is a fast-growing company filled with career opportunities! Join our team and be a
part of all the amazing things we are doing for the music community!

About our parent company, GoDigital Media Group, LLC:
We believe success comes down to people. GoDigital Group is a multinational conglomerate with unique
purpose, exponential growth and groundbreaking leadership.
GoDigital is an ecosystem of business units that unite content, community and commerce. We inspire
happiness by connecting consumer passion points in music, entertainment, and sports. Our 1000+
employees share values that drive business results. GDMG partners with others that share our vision.
The GoDigital Way is inclusive, extensive and collaborative.

Company Benefits: 
At GoDigital Media Group, we offer an industry leading benefits package that includes a variety of benefits including paid time off, health insurance, dental insurance, tax deferred retirement plans, and access to experts in preventative care. We also offer fun items such as access to GDMG University which is our internal training program that is hosted by entertainment, music, and other industry leaders and company events/excursions.

Additional Information: 
Sound Royalties is a GoDigital Media Group company that is committed to creating an inclusive work environment that reflects the diversity of our community. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race (or traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religious creed (including religious dress and grooming practices), color, national origin, ancestry, physical disability, mental disability, reproductive health decision-making, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), gender, gender identity, gender expression, age (40 and over), sexual orientation, veteran or military status.