Job Title: Bilingual Customer Service Support

Employer: Sound Royalties

Reports to: Royalty Support Manager

Type of role: Full time Employee / Onsite with 1 day WFH.

Location: 1641 Worthington Road, West Palm Beach, Florida 33409

Who We Are

Sound Royalties, founded in 2014, is the world's leading specialty finance company for the global creative industries. We provide flexible funding solutions tailored to Music Creatives, YouTube Creators, and TV/Film Professionals, without risking ownership of their work.

About The Role

The Bilingual Customer Service Support role is based in our West Palm Beach office and reports directly to the Royalty Support Manager. This position plays a key role in delivering a high-quality customer experience by managing post-funding inquiries, ensuring timely resolution, and maintaining clear communication with clients.

The ideal candidate is detail-oriented, customer-focused, and thrives in a fast-paced environment. This role requires close collaboration with cross-functional teams to ensure efficient case resolution and a seamless customer journey.

Experience & Qualifications Required

1–2 years of experience in Customer Service positions, preferably within financial services.
Bilingual proficiency in English and Spanish (verbal and written) required.
Experience with Salesforce, Microsoft Excel, and Word required.
Strong interpersonal skills with a customer-first mindset and the ability to manage urgent or sensitive situations.
Excellent active listening and problem-solving skills.
Collaborative and team-oriented approach.

Essential Responsibilities & Duties

Manage post-funding customer inquiries via phone and email, ensuring timely and accurate communication.
Utilize the Royalty Support case management system to document issues, track progress, and record resolutions.
Maintain and update the case management system daily to ensure accuracy and completeness.
Adhere to internal turnaround times to ensure efficient case resolution, recognizing cross-departmental impact.
Identify and escalate cases requiring management review.
Keep Royalty Specialists informed on case status, open issues, and resolutions.
Support customers in navigating and troubleshooting the Sound Royalties online portal.
Address customer inquiries related to statements and account details.
Maintain detailed documentation of all customer interactions across communication channels.
Monitor and respond to after-hours messages and call logs as needed.
Review inquiry reports to track pending actions and ensure timely case closure.
Collaborate with internal teams to resolve inquiries efficiently and effectively.
Maintain strict confidentiality of client information and records.
Handle customer concerns professionally, de-escalating issues when necessary.
Provide feedback to improve customer service processes and overall experience.
Ensure customer database and contact information are accurate and up to date.
Communicate with external vendors and royalty payors as needed.
Participate in conference calls with third parties to obtain financial information and verify outstanding balances.
Conduct quality assurance “closing calls” prior to funding, ensuring customers are fully prepared and onboarded.
Support additional Music Servicing and Operations tasks, including ad hoc projects as needed.
Manage professional email communications, ensuring clarity, accuracy, and engagement.
Prepare and distribute sensitive customer documents with a high level of accuracy.
Organize, store, and upload monthly files for audit purposes.

Why work with us?

Our employees describe our culture as a family-type environment, and they love working here.
We work hard, play hard, and look out for each other.
We are passionate about the unique products and services we provide to the music community.
“What’s not to love? We take care of the customers, and management takes care of us.”
You will benefit from our excellent base pay with discretionary bonus, 401k with a match, outstanding medical, dental and vision plans, paid time off, and our modern new office space in an eco-friendly building.

Sound Royalties is a fast growing company filled with career opportunities! Join our team and be a part of all the amazing things we are doing for the music community!

About Our Parent Company, GoDigital Media Group, LLC

We believe success comes down to people. GoDigital Group is a multinational conglomerate with unique purpose, exponential growth and groundbreaking leadership.

GoDigital is an ecosystem of business units that unite content, community and commerce. We inspire happiness by connecting consumer passion points in music, entertainment, and sports. Our 1000+ employees share values that drive business results. GDMG partners with others that share our vision.

The GoDigital Way is inclusive, extensive and collaborative.

We Operate With The Following Core Values

Commitment: We strive for excellence, empower others, reject complacency, deliver exceptional value, and aim to make the world happier daily.
Leading from Behind: We foster self-worth beyond job success, prioritize the organization and others, and believe leaders eat last.
Integrity & Fairness: We promote a meritocracy where equity, inclusion, and honesty are paramount, and everyone’s voice matters.
Flourishing: We pursue continuous growth to align our work with what we love, excel at, and what the organization needs.
Fearless: We make bold, rational decisions, embrace failure as a learning process, and manage risks effectively.

Company Benefits

At GoDigital Media Group, we offer an industry leading benefits package that includes a variety of benefits including paid time off, health insurance, dental insurance, tax deferred retirement plans, and access to experts in preventative care. We also offer fun items such as access to GDMG University which is our internal training program that is hosted by entertainment, music, and other industry leaders and company events/excursions.

Additional Information

Sound Royalties is a GoDigital Media Group company that is committed to creating an inclusive work environment that reflects the diversity of our community. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race (or traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religious creed (including religious dress and grooming practices), color, national origin, ancestry, physical disability, mental disability, reproductive health decision-making, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), gender, gender identity, gender expression, age (40 and over), sexual orientation, veteran or military status.