Jelly Smack

Account Management Intern (paid)

<div class="section page-centered" data-qa="job-description"><div><b style="font-size: 16px;">The Team Culture</b></div><div><span style="font-size: 11pt;">The Account Management team and our talented Account Managers serve as the primary points-of-contact between Jellysmack and the renowned creators on our roster. The Account Management team is at the center of everything we do at Jellysmack. Account Managers are in charge of signing new clients and managing strategic partnerships with our existing clients and their representatives. We are a dynamic team that embodies the company’s values of overperformance, positivity, and agility.</span></div><div><br></div><div><b><span style="font-size: 16px;">The Role</span></b></div><div><span style="font-size: 11pt;">As an intern within the Account Management team, you will play a crucial role in supporting our high-profile creators and assisting with various tasks that ensure their success. You will help manage external inquiries while collaborating with Account Managers to enhance creator satisfaction and retention.</span></div></div><div class="section page-centered"><div><h3>The Responsibilities </h3><ul class="posting-requirements plain-list"><ul><li>Create internal tickets for creator questions and concerns and provide timely external responses and resolutions to creators and their representatives.</li><li>Ensure internal teams respond to creator care tickets in a timely manner; monitor SLA and provide recommendations on how to improve the creator care system.</li><li>Analyze creator care system data and identify long-term solutions to resolve common creator concerns or complaints.</li><li>Assist with the onboarding and offboarding of creators.</li><li>Help ensure all documents, processes, presentations, decks, and tools are up-to-date for the Account Management team.</li><li>Support with data entry tasks and ongoing updates.</li><li>Help facilitate the transition from Salesforce to Attio.</li><li>Support Account Managers with day-to-day management of their portfolios (e.g., creating performance decks, gathering data/insights, preparing pitch materials, identifying new outreach strategies, etc.).</li><li>Send monthly reporting to creators.</li></ul></ul></div></div><div class="section page-centered"><div><h3>A Little About You</h3><ul class="posting-requirements plain-list"><ul><li>You are passionate about the digital ecosystem and familiar with top-tier content creators and social media platforms.</li><li>You are currently pursuing a Bachelor’s Degree or have equivalent experience.</li><li>You have an interest in account management, talent management, sales/partnerships, or client services.</li><li>You are a driven, go-getter who is able to work independently as well as collaboratively in a fast-paced environment.</li><li>You have strong attention to detail and can manage multiple projects simultaneously.</li><li>You have excellent communication skills and a positive demeanor when navigating challenges.</li><li>It’s a plus if you are proficient with Slack and Google Suite (Docs, Sheets, Slides).</li><li>It’s a plus if you have some experience with Attio, Monday, Notion, PowerBi, Looker, and/or other tools.&nbsp;</li></ul></ul></div></div><div class="section page-centered" data-qa="closing-description"><div><b>The Company</b></div><div><span style="font-size: 11pt;">Jellysmack is the global creator company that uses technology to turn the talented video creators of today into the digital icons of tomorrow. Our powerful AI detects the most promising creators and helps skyrocket their social growth through multi-platform distribution. Jellysmack’s all-encompassing infrastructure provides the world’s best creators with solutions they need to save time and cost and maximize their revenue </span><a rel="noopener noreferrer" class="postings-link" href="http://potential.Jellysmack"><span style="font-size: 11pt;">potential.Jellysmack</span></a><span style="font-size: 11pt;"> is a trusted growth partner that currently helps hundreds of top creators go bigger across Facebook, Snapchat, Spotify, OTT and more. Our elite roster includes names like Bailey Sarian, Brad Mondo, and Patrick Starrr.</span></div></div>

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This role is for a Customer Experience Solutions Specialist to join the internal UMG Zendesk team, supporting a key eCommerce partner. The specialist will configure, administer, and optimize Zendesk, including workflows, automations, triggers, SLAs, macros, and reporting. They will maintain ticketing workflows, manage user roles, and partner with stakeholders to identify improvements. The role involves leveraging analytics, troubleshooting technical issues, and serving as a Zendesk subject matter expert, providing training and staying informed on new features to drive continuous improvement.

We are Universal Music Group, the world’s leading music company. We are the home for music’s greatest artists, innovators and entrepreneurs.

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<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">How we LEAD:</h2><p class="my-4 text-gray-700 leading-relaxed">We’re looking for a Customer Experience Solutions Specialist to join our internal UMG Zendesk team and support one of our key eCommerce partners. This role blends technical expertise with strategic insight, ensuring Zendesk aligns with business goals, elevates customer experiences, and empowers our teams.</p><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">How you'll CREATE:</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Configure, administer, and optimize Zendesk, including workflows, automations, triggers, SLAs, macros, and reporting</li><li class="leading-relaxed">Maintain and improve ticketing workflows to increase efficiency for both agents and end users</li><li class="leading-relaxed">Manage user roles, permissions, and system access in alignment with security and compliance standards</li><li class="leading-relaxed">Partner cross-functionally with stakeholders to identify opportunities for workflow improvements, automation, and self-service expansion</li><li class="leading-relaxed">Leverage reporting and analytics to track performance, identify trends, and recommend enhancements</li><li class="leading-relaxed">Troubleshoot technical issues in collaboration with the UMG Zendesk Admin Lead and Zendesk Support</li><li class="leading-relaxed">Serve as the Zendesk subject matter expert (SME), providing training, guidance, and support to agents, administrators, and business stakeholders, including eCommerce partners</li><li class="leading-relaxed">Stay informed on new Zendesk features, updates, and best practices to drive platform adoption and continuous improvement</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Bring your VIBE:</h2><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Skills & Abilities:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Hands-on expertise in Zendesk administration, configuration, and optimization</li><li class="leading-relaxed">Strong knowledge of the Zendesk Suite (Support, Guide, Explore, Talk, Chat) and experience with SDKs and APIs</li><li class="leading-relaxed">Experience with API-based integrations and middleware platforms</li><li class="leading-relaxed">Proven ability to translate business requirements into effective technical solutions</li><li class="leading-relaxed">Track record of improving processes, adoption, and customer experiences within Zendesk</li><li class="leading-relaxed">Strong understanding of customer service operations and best practices</li><li class="leading-relaxed">Skilled in reporting, analytics, and dashboard creation to guide decision-making</li><li class="leading-relaxed">Excellent problem-solving abilities with high attention to detail</li><li class="leading-relaxed">Effective communicator, with demonstrated success in cross-functional collaboration</li><li class="leading-relaxed">Experience leading or contributing to cross-functional projects involving multiple stakeholders</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Experience:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">3+ years of experience in Zendesk administration</li><li class="leading-relaxed">Expertise in configuring workflows, automations, triggers, SLAs, macros, and roles</li><li class="leading-relaxed">Demonstrated success aligning Zendesk capabilities with strategic business objectives</li><li class="leading-relaxed">Experience generating insights and recommendations through data analysis and reporting</li><li class="leading-relaxed">Background in customer support, operations, or CX strategy preferred</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Education & Certification</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Bachelor’s degree (or equivalent experience) in IT, Engineering, or a related technical field</li><li class="leading-relaxed">Zendesk Administrator Certification preferred (past or current), but not required</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Perks Playlist:</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit</li><li class="leading-relaxed">Comprehensive medical, dental, vision, and FSA options, as well as:</li><li class="leading-relaxed">100% coverage for out-patient mental health services</li><li class="leading-relaxed">Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)</li><li class="leading-relaxed">A lifetime fertility support allowance of $30,000 to plan participants</li><li class="leading-relaxed">Student Loan Repayment Assistance and Tuition Reimbursement</li><li class="leading-relaxed">100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation</li><li class="leading-relaxed">Variety of ways to prioritize much-needed time away from work including:</li><li class="leading-relaxed">Flexible Paid Time Off (PTO) for exempt employees</li><li class="leading-relaxed">3-weeks PTO for non-exempt employees</li><li class="leading-relaxed">2-weeks paid Winter Break</li><li class="leading-relaxed">10 Company Holidays (including Juneteenth and Wellbeing Day)</li><li class="leading-relaxed">Summer Fridays (between Memorial Day and Labor Day)</li><li class="leading-relaxed">Generous paid parental leave for every type of parent</li></ul><p class="my-4 text-gray-700 leading-relaxed">Check out our full overview of benefits on the <a href="https://www.umusiccareers.com/careers" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Perks Playlist page</a> of the career site.</p><p class="my-4 text-gray-700 leading-relaxed">Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.</p><p class="my-4 text-gray-700 leading-relaxed">Universal Music Group is an Equal Opportunity Employer</p><p class="my-4 text-gray-700 leading-relaxed">We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.</p><p class="my-4 text-gray-700 leading-relaxed">For more information, please click on the following links.</p><p class="my-4 text-gray-700 leading-relaxed">E-Verify Participation Poster: <a href="https://eur02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fe-verify.uscis.gov%2Fweb%2Fmedia%2FresourcesContents%2FE-Verify<em>Participation</em>Poster<em>ES.pdf&data=05%7C01%7CDebra.Ong%40umusic.com%7Cd5068c4afbdd4bb8aca008dab11297b4%7Cbbcb6b2f8c7c4e2486e46c36fed00b78%7C1%7C0%7C638016990646957878%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=a0eITofWcveVYthoD3ljh2uZquekNHJi%2BwiJjuR9wns%3D&reserved=0" target="</em>blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">English / Spanish</a></p><p class="my-4 text-gray-700 leading-relaxed">E-Verify Right to Work Poster: <a href="https://eur02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.e-verify.gov%2Fsites%2Fdefault%2Ffiles%2Feverify%2Fposters%2FIER<em>RighttoWorkPoster.pdf&data=05%7C01%7CDebra.Ong%40umusic.com%7Cd5068c4afbdd4bb8aca008dab11297b4%7Cbbcb6b2f8c7c4e2486e46c36fed00b78%7C1%7C0%7C638016990646957878%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=Wkqot3ygtxeASjMDwryCIUAEzIbhR1ZgYafT68%2FRF7k%3D&reserved=0" target="</em>blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">English</a> | <a href="https://eur02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.e-verify.gov%2Fsites%2Fdefault%2Ffiles%2Feverify%2Fposters%2FIER<em>RighttoWorkPosterES.pdf&data=05%7C01%7CDebra.Ong%40umusic.com%7Cd5068c4afbdd4bb8aca008dab11297b4%7Cbbcb6b2f8c7c4e2486e46c36fed00b78%7C1%7C0%7C638016990646957878%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=dzcHqj9eR%2Fyh3zWe9JrW125OCowFrGhHXjqvbEQAey8%3D&reserved=0" target="</em>blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Spanish</a></p>

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This assessment gives us an idea of your C++ skills- Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc.- 10 Multiple Choice questions- Average time to complete: 7 to 10 minutes

Let's assess your Data Structures! - This assessment gives us an idea of your problem solving skills using DSA- Companies that evaluate this skillset in interviews: MPL, LILA Games, GSN Games, etc.- 10 Multiple Choice questions

Data Structures and Algorithms

Let's assess your Programming Patterns! ????- This assessment gives us an idea of your code architecture skills- Companies that evaluate this skillset in interviews: Dirtcube, PTW, Playshifu, etc.

Programming Patterns

Let's assess your OOPs skills! ????- This assessment gives us an idea of your fundamental OOPS concepts and Solid principles skills- Companies that evaluate this skillset in interviews: Hitwicket, GSN Games, Tomo Club, etc.

Object Oriented Programming

Let's assess your Unity Skills ????- This assessment gives us an idea of your Unity fundamentals- Companies you can apply for after taking this assessment: Godspeed games, Salvation Games, nCore Games, etc.

Account Management Intern (paid)

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