Client Relations Coordinator (Colombia)

Client Relations Coordinator  

Symphonic is a fully independent music distribution and marketing company based in Tampa, Florida, with a global team supporting independent artists and labels worldwide.

We’re passionate about music, but even more passionate about the people behind it. We’re looking for curious, driven, and collaborative individuals who want to build, learn, and grow with us. We believe diverse perspectives make better teams, better products, and better outcomes, and we’re committed to creating a workplace where everyone belongs.

Sounds like you? Let's talk.

In a Nutshell // 

The Client Relations Coordinator for Symphonic is the liaison between Symphonic customers, partners, and other departments within the organization. The role consists of assisting clients and Symphonic internal departments with common support issues, technical support, errors regarding releases, accounting-related questions, phone support, and other queries that arise from day-to-day interactions.  

Compensation //

$2,750,000 - $3,575,000 COP monthly gross (depending on experience)

What you will do //  

• Engage in day-to-day discussions for both Spanish and English requests, including managing difficult or emotional customer situations, responding promptly to customer needs, soliciting customer feedback to improve service, responding to service requests, and consistently meeting commitments.
  • Thoroughly understand every service offering of Symphonic Distribution for improved support performance.
  • Suggest solutions to clients - show and enable clients to learn the system properly.
  • Assist with one-off requests or tasks as assigned by the management of the Client Relations department.
  • As needed, and with the support of Technology, reach out to clients to request redeliveries of audio and releases on an as-needed basis.
  • Develop a full understanding of Style Guides for iTunes / Apple Music and Spotify for content review and best practices.
  • Educate clients on the Apple and Spotify style guide and its contents. 

• Help Maintain Symphonic’s public-facing knowledge base
  • Review past Spanish help desk articles and follow up with clients on past issues to improve customer satisfaction. (Check bad reviews and ensure each article has relevant and proper linking)
  • Assist the Client Relations team in translating articles from English to Spanish
  • Create new Spanish articles as issues arise.
  • Update existing Spanish articles for better optimization, adding and updating keywords and tags.
  • Review competitor help desks for comparisons (CD Baby, Label Engine, Beatport, etc.)

• Provide feedback and suggestions for constant refinement of the Client Relations processes through available tools (HubSpot, SMS, Zendesk)
• Clean and maintain Client Database by updating client details, requesting information updates when necessary, such as artist pics, logos, addresses, emails, etc
• Assist the Content Team as needed with the loading and/or updating of clients’ catalogs and content approvals as needed.
• Assist the Mexico team with client relations needs when needed.

What you need to have //  

• 1 year of experience in a customer service capacity
• Working knowledge and experience with email marketing platforms, HTML, Microsoft Excel, Word, and PowerPoint, and/or equivalent Google Apps
• Ability to speak, write, and read English and Spanish fluently  
• High School Diploma or GED

What will set you apart //  

• 2 years of experience in a customer service capacity 
• Experience resolving system issues or investigating customer service inquiries

Additional Insights //

• This role will report to the Client Relations Manager 
• This role may receive occasional direction from the Head of the Region 
  
  

About Symphonic //

Symphonic is a leading independent music distribution and marketing company founded in 2006 by music producer Jorge Brea in Tampa, Florida. With a “by artists, for artists” ethos, Symphonic provides a powerful platform for global distribution, content management, royalty collection, marketing, and label services tailored to independent creators.

Proudly minority-owned and fully independent, Symphonic combines advanced technology with a hands-on approach that keeps artists and labels connected and supported at every stage. With a global presence across the U.S., Latin America, Brazil, Canada, the Caribbean, Europe, Africa, and Asia, Symphonic is committed to both technological innovation and meaningful engagement within the music communities it serves.