Head of Customer Operations

About Musixmatch

Musixmatch is the leading music data company, featuring the world’s largest lyrics catalog and more than 40 million contributions. It is the trusted global partner of companies like Spotify, Apple, Amazon Music, Meta, Google, MTV, Shazam, and Vevo and has partnerships with more than 100,000 music publishers, including Sony/ Music Publishing, Universal Music Publishing, Warner/Chappell, Kobalt, BMG Rights, and the Harry Fox Agency.

You will join a bunch of creatives who care about our work and what we do. We believe that participation and collaboration are key to getting things done well. We love working with tech-savvy people who are eager to learn in a fast-paced environment, who have an international outlook on life, and who love taking on new challenges.

About the role

Musixmatch sits at the intersection of music data, AI, and rights - serving indie artists, major labels, publishers, the platforms they license to and even developers. We are looking for a single leader to aggregate all these customer functions.

This role reports directly to the VP of Product. You'll inherit a team spanning customer support and operations, with room to reshape the structure as the function grows.

You become the single owner of how we know, communicate with, and scale every customer relationship - from a developer signing up for Pro, to a major label, to a publisher whose royalties we administer. You build the CRM, lifecycle automation, and AI-driven workflows that the rest of the company runs on. You ship things personally. You also manage and grow a small team.

This is not a strategy role. We need someone who has done this work before and is ready to do it again - choose the right systems, write the integrations, design the automations, and ship. Scope will expand as you deliver. We expect you to define the next layer of the function.

About you

• You are an operator and a builder. You don't just set direction, you ship integrations, you design workflows yourself. You thrive as a manager when you remain a practitioner.

• AI-native, not AI-adjacent. You've put production LLM and agent workflows into customer ops at a previous company and can walk through architecture and measure impact in detail. You think in terms of redesigning workflows from first principles, not just layering AI onto existing steps.

• Hands-on with modern customer-data stacks. You've owned at least one CRM and one lifecycle platform end-to-end, and you have opinions about both.

What you'll own

• Support across every customer segment. Musixmatch Pro for artists self serve product, B2B/enterprise clients, publishers. Define the operating model, channels, SLAs, and quality bar appropriate to each, without spinning up three separate teams.

• AI-first ticket operations and tech stack. Implement auto-categorization, routing, drafted replies, and agent-assist in Intercom to improve deflection rates and CSAT. You will own the full stack, including Intercom and Customer.io, consolidating or building in-house tooling as needed.

• Reputation and voice-of-customer. Monitor and respond across app store reviews, social mentions, and developer forums. Synthesize signal into a VOC feedback loop that lands on product roadmaps with measurable influence.

Key requirements:

• 10+ years in Customer Operations, Customer Experience, Support Operations, CX Engineering, or comparable.

• 5+ years managing people, with at least one inherited report.

• Hands-on with a modern support platform (i.e. Intercom, Zendesk, Help Scout) and a lifecycle/messaging platform (i.e. Customer.io, Braze, Iterable).

• API integration and Vibe Coding as a default move, not a stretch goal.

• Concrete production AI/LLM workflow experience. You've shipped AI into customer ops for real — agentic workflows, automated triage, RAG over customer data, or LLM-in-the-loop pipelines. Hands-on experience with tools like Intercom, Customer.io, n8n, Make, or similar.

Nice to have

• Music, media, rights, or B2B data/API company background. 
• Experience replacing or consolidating a CRM/lifecycle stack.
• Exposure to rights, royalty, or publisher operations.

This role isn't a fit if

• You're primarily a people manager who prefers directing layers over personally diagnosing and shipping. 
• You've used AI tools for personal productivity but haven't put production AI workflows into customer ops.
• You want a pure functional role (Head of CS Ops, Head of Marketing Ops). This is a generalist operator-engineer with expanding scope, comfortable across ops, product, automation, systems, analytics, AI tools.
• You prefer long planning cycles over shipping fast.

What we offer

• Relocation to Bologna (Italy) or remote work. We are a hybrid company.
• Italian and English language lessons.
• Top-class tech and equipment.
• Company-wide retreats.
• The gross annual base salary for this role is €60,000-€90,000, calibrated on experience and seniority. The package includes a variable performance bonus tied to individual and company goals, plus a flexible welfare credit to use on the benefits that matter most to you.
  As a distributed team hiring across multiple countries, compensation may vary based on local market benchmarks and employment conditions in the candidate’s location.