The Role
In this role, you won’t just solve problems—you’ll help define better ways of working, elevate the customer experience, and serve as a trusted voice between our users and product teams.
What You'll Be Doing
- Resolve complex and nuanced customer inquiries that require deep product expertise, critical thinking, and tailored solutions
- Own and continuously refine specific support areas, ensuring accuracy, consistency, and a high standard of service
- Identify patterns in customer feedback, uncover root causes of issues, and proactively surface insights that drive meaningful improvements
- Partner closely with Senior Specialists and leadership to enhance workflows, optimize processes, and influence product evolution
- Mentor and support contractors, helping to elevate team performance and foster a culture of learning and collaboration
- Proactively reduce inbound support volume by improving self-service resources, documentation, and internal tools
What We Are Looking For
- 3+ years of experience in customer support or customer success, ideally in a fast-paced or technical environment
- Strong understanding of platform workflows, support tools, and handling complex or edge-case scenarios
- Proven ability to work independently, prioritize effectively, and navigate ambiguity with confidence
- Exceptional written communication skills with a focus on clarity, empathy, and problem resolution
- A proactive mindset with experience identifying trends and driving improvements that enhance the customer experience
Why Work at Too Lost
- 🏥 Health Insurance — Employer-provided health coverage via Anthem Blue Cross Blue Shield, plus Dental, Vision, and Life Insurance
- 💪 Wellness Packages — Up to $100/month toward gym memberships and wellness opportunities
- 🎵 Free Music Distribution — A free Too Lost account with unlimited music distribution, for life
- 🌴 Paid Time Off — Two weeks guaranteed PTO plus additional paid holidays
- 🎉 Events & Discounts — Company-sponsored events and partner discounts
- 🕐 Flexible Schedule — Flexible hours and remote roles available
- 💰 401(k) Plan — Participation in our available 401(k) plans
- 📈 Competitive Compensation — Competitive base salaries with opportunities for commissions and bonuses
We invest in our team with comprehensive benefits designed to support your health, growth, and creativity.
Skills Required
- 3+ years of experience in customer support or customer success, ideally in a fast-paced or technical environment
- Strong understanding of platform workflows, support tools, and handling complex or edge-case scenarios
- Proven ability to work independently, prioritize effectively, and navigate ambiguity with confidence
- Exceptional written communication skills with a focus on clarity, empathy, and problem resolution
- Proactive mindset with experience identifying trends and driving improvements that enhance the customer experience
Too Lost Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Too Lost and has not been reviewed or approved by Too Lost.
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Healthcare Strength — Health coverage includes employer-paid medical via Anthem Blue Cross Blue Shield with dental, vision, and life insurance, indicating a robust core package. Role descriptions consistently reference these coverages alongside other details.
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Wellbeing & Lifestyle Benefits — A monthly wellness stipend (up to $100), company events/partner discounts, and a free lifetime account with unlimited music distribution provide quality-of-life and industry-relevant perks. These additions complement the core benefits for employees engaged in music creation.
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Flexible Benefits — Flexible hours, some remote roles, and hybrid schedules are described, showing adaptability by role and location. This flexibility can support work-life balance where implemented.
Too Lost Insights
What We Do
Too Lost is a music and technology company, providing SaaS solutions for independent music rights holders. Our distribution and publishing services deliver, monetize and protect songs across the globe for over 450,000+ musicians, record labels, studios, brands, investors, and platforms.
Why Work With Us
Too Lost works on a hybrid schedule. We are in the office 4 days a week collaborating together and 1 work from home day each week. Additional Work from Home Days are available to request and allow flexibility as needed. Too Lost is a proud member of The American Association of Independent Music (A2IM) and MERLIN. Headquartered in New York City.
