Customer Success Specialist

About Too Lost

Too Lost is a company at the intersection of music and technology, delivering SaaS solutions tailored for independent music rights owners. Their services in music distribution and publishing help monetize, protect, and deliver songs globally for a diverse clientele including over 450,000 musicians, record labels, studios, and brands.

Role Overview

The Customer Success Specialist is crucial in providing outstanding customer support while contributing to the continuous enhancement of the company’s platform. This position offers an experienced support professional the chance to manage complex customer challenges, influence product improvements, and mentor colleagues, creating significant impact both externally and internally.

Key Responsibilities

• Address and resolve customer inquiries that are complex, requiring in-depth product knowledge and custom-tailored solutions.
• Take ownership of specific support domains and continuously enhance service quality, ensuring consistency and precision.
• Analyze customer feedback to detect patterns, identify root causes, and bring insights forward to improve the product and service.
• Collaborate closely with senior staff and leadership to refine workflows, streamline processes, and shape product development.
• Mentor and assist contract team members to boost overall team efficacy and encourage a culture of ongoing learning.
• Lower incoming support requests through development and enhancement of self-help materials, documentation, and internal tools.

Candidate Profile

• Minimum three years’ experience in customer support or success, ideally within a dynamic or technical setting.
• Solid grasp of platform processes, support software, and handling unusual or complex cases.
• Capability to operate autonomously, prioritize tasks well, and confidently manage ambiguity.
• Strong written communication abilities focusing on clarity, empathy, and effective issue resolution.
• Proactive attitude in spotting trends and initiating improvements to enrich the customer experience.

Benefits

• Employer-sponsored comprehensive health coverage including medical, dental, vision, and life insurance.
• Wellness incentives with up to $100 monthly for gym memberships and wellness activities.
• Free lifetime music distribution account with Too Lost.
• Paid Time Off with a guaranteed two weeks plus additional holidays.
• Company-organized events and partner discounts.
• Flexible work hours and remote work options.
• Access to company 401(k) retirement plans.
• Competitive salary along with opportunities for commission and bonuses.

Diversity and Inclusion

Too Lost is dedicated to fostering a diverse and welcoming workplace, honoring varied backgrounds and perspectives. The company prohibits discrimination on any legally protected grounds and encourages applications from candidates of diverse origins.

Recruitment Process Note

AI tools may be employed during application assessments to assist human recruiters but do not replace human judgment, which remains final in hiring decisions. Candidates may request information about data processing practices.

Compensation Transparency

Compensation will be openly discussed early in the recruitment process, with respect to candidate experience and qualifications, aiming for transparent and aligned expectations.