🛠 Tech Stack

💼 About This Role

You'll lead customer operations across all segments—from indie artists to major labels—at the intersection of music data, AI, and rights. You'll build the CRM, lifecycle automation, and AI-driven workflows that scale every customer relationship. This is a hands-on role where you ship integrations and design automations yourself, not just set strategy.

🎯 What You'll Do

• Define support operating model, channels, SLAs, and quality bar for all customer segments.
• Implement AI-first ticket operations with auto-categorization, routing, and drafted replies in Intercom.
• Monitor and respond to app store reviews, social mentions, and developer forums.
• Synthesize voice-of-customer feedback into product roadmap recommendations.

📋 Requirements

• 10+ years in Customer Operations or CX Engineering.
• 5+ years managing people with at least one inherited report.
• Hands-on with a modern support platform (Intercom, Zendesk, Help Scout).
• Concrete production AI/LLM workflow experience in customer ops.

✨ Nice to Have

• Music, media, rights, or B2B data/API company background.
• Experience replacing or consolidating a CRM/lifecycle stack.
• Exposure to rights, royalty, or publisher operations.

🎁 Benefits & Perks

• 🏖️ Relocation to Bologna or remote work
• 🇮🇹 Italian and English language lessons
• 💻 Top-class tech and equipment
• 🌍 Company-wide retreats
• 💶 Variable performance bonus and flexible welfare credit

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter screen· 30 min
2. 2Hiring manager interview· 45 min
3. 3Technical / case interview· 60 min
4. 4Final interview with VP of Product· 45 min