The Orchard is a leading global music distributor and Artist & Label services company operating in 50+ markets worldwide. The Orchard empowers creators and businesses to grow and adapt in the dynamic global music industry. We specialize in being artist focused, blending industry expertise and technology, leveraging data to drive success, and providing streamlined digital and physical distribution solutions. The Orchard’s comprehensive artist & label services offerings include marketing, sync licensing, premium video services, transparent data analysis, advertising, rights management, radio promotion, D2C, and more.
The Orchard focuses on providing a comfortable, social, and engaging environment to encourage productivity and creativity.
The Orchard is seeking an Account Support Specialist to manage and support designated Book Publisher accounts. This San Diego based position acts as the primary point of contact for clients, responsible for managing digital sales file processing, resolving customer service tickets, and diagnosing technical data issues. The Account Support Specialist collaborates closely with the Senior Account Management and Product teams to prioritize development cases, lead client status calls, and optimize departmental workflows. This position reports directly to the Senior Account Manager.
What you'll do:- Office- first role, in office 4 days a week.
- Act as the primary point of contact for designated Book Publisher accounts.
- Manage and execute monthly digital sales file processing, ensuring accuracy and adherence to client deadlines.
- Lead monthly or quarterly status calls to review performance and resolve outstanding issues.
- Resolve daily customer service tickets efficiently for assigned clients.
- Diagnose technical errors in data files and coordinate with development teams to implement solutions.
- Collaborate with Senior Account Management and Product teams to prioritize development cases.
- Support the team by providing backup coverage to maintain service continuity.
- Report regularly to leadership on client satisfaction trends and critical issues.
- Partner with the SVP and Senior Account Manager to optimize departmental workflows.
- Minimum 3 years experience in Customer Service/Technical project management, supporting a complex software application
- Strong analytical skills with a proven ability to review complex data files and identify errors. Experience with data mapping is a plus. Ability to create clear documentation as part of cases submitted to product management.
- Advanced proficiency in Microsoft Excel for data analysis and reporting.
- Hands-on experience with industry tools such as Zendesk and JIRA.
- Proven ability to bridge communication between customers and product development teams.
- Strong problem-solving skills and the ability to navigate ambiguous technical challenges.
- Exceptional verbal and written communication skills tailored for professional environments.
- Passion for working with customers and providing outstanding support and service
- You’ll join an inclusive, collaborative, and global community where you have the opportunity to fuel the creative journey.
- A modern office environment designed to foster productivity, creativity, and teamwork
- Opportunities to connect with our valuable resources, such as our Counsel of Equity & Progressive Action (CEPA). A group created by a group of our employees tasked with developing and implementing innovative solutions to advance a globally shared goal of ensuring fair and inclusive spaces for all
- An attractive and comprehensive benefits package including medical, dental, vision, life & disability coverage, and 401K + employer matching
- Voluntary benefits like company-paid identity theft protection and resources for pets, mental health and meditation resources, industry-leading fertility coverage, fully paid leave for childbirth or bonding, fully paid leave for caregivers, programs for loved ones with developmental disabilities and neurodiversity, subsidized back-up child and elder care, and reimbursement for adoption, surrogacy, tuition, and student loans
- We invest in your professional growth & development
- Time off for a winter recess
The Orchard is committed to providing equal employment opportunity for all persons regardless of age, disability, national origin, race, color, religion, sex, sexual orientation, gender, gender identity or expression, pregnancy, veteran or military status, marital and civil partnership/union status, alienage or citizenship status, creed, genetic information or any other status protected by applicable federal, state, or local law.
California based applicants have certain rights under California law. Please see our California Recruitment Privacy Policy for more details.
Skills Required
- Minimum 3 years of experience in customer service or technical project management supporting a complex software application
- Strong analytical skills and ability to review complex data files and identify errors
- Experience with data mapping
- Ability to create clear documentation for cases submitted to product management
- Advanced proficiency in Microsoft Excel for data analysis and reporting
- Hands-on experience with Zendesk and JIRA
- Ability to bridge communication between customers and product development teams
- Strong problem-solving skills for ambiguous technical challenges
- Exceptional professional verbal and written communication skills
- Passion for working with customers and providing outstanding support and service
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What We Do
The Orchard is a global music distribution and artist-services company. It distributes music from independent artists and labels across 45 markets and offers marketing, sync licensing, video services, data analysis, advertising, rights management, and digital and physical distribution. The company’s mission is to empower creators and businesses to grow, and it operates as a wholly owned subsidiary of Sony Music Entertainment.
