Soundmouse - Customer Relations Executive - Sri Lanka

 

About Us

 

Soundmouse is the global standard for music cue sheet management and reporting, trusted by 25,000+ broadcast and music professionals worldwide, including the BBC, Channel 4, ITV, NBC, the NFL, RTL, Sky, Sony, Universal Pictures, and Warner Bros. Discovery. Our proprietary, industry-leading audio recognition technology identifies every music cue in broadcast content and submits compliant cue sheets to 40+ collecting societies globally, cutting admin time by 83%. We've been doing this since 2001.

 

In June 2026, BMI, the world's leading performance rights organization, acquired Soundmouse from Orfium. We operate independently as part of the BMI family and are at an inflection point: established infrastructure, new backing, and a clear next chapter with global reach to build.

 

Role

 

Responsible for delivering exceptional customer service by managing customer enquiries and supporting customer account operations while ensuring agreed service levels are achieved. Perform day-to-day customer relations activities, maintain positive customer relationships, and collaborate with internal teams to deliver efficient and seamless customer experiences.

 

Responsibilities

• Provide exceptional customer support while meeting agreed Service Level Agreements (SLAs) and departmental KPIs.
• Manage customer enquiries and assigned accounts through phone, email, chat, and ticketing systems.
• Build strong customer relationships by ensuring timely responses, follow-ups, and issue resolution.
• Maintain accurate customer records and update CRM and internal systems as required.
• Collaborate with internal teams to resolve customer issues and ensure a seamless customer experience.
• Assist with customer account administration, verification, reporting, and other operational activities.
• Prepare and maintain customer-related documentation and perform routine administrative tasks.
• Adhere to company policies, quality standards, and operational procedures while working within UK business hours (3:00 PM – 11 PM Sri Lanka Time, subject to business requirements).The position follows the UK operational calendar.
• Contribute to continuous process improvements and support departmental initiatives.
• Perform any other duties assigned by the Reporting Manager.

 

Requirements

 

Education & Experience

• Bachelor's Degree in Information Technology, Business Management or a related discipline is preferred. Equivalent professional qualifications will also be considered.
• Minimum 1 year of experience in Customer Service, Client Support, Customer Relations, Service Desk, Contact Centre Operations, or a similar customer-facing role.
• Experience with Salesforce CRM will be an added advantage.
• Experience working with international customers will be an added advantage.

Technical & Core Skills

• Excellent verbal and written communication skills in English.
• Strong customer service orientation with a professional and courteous approach.
• Excellent interpersonal and relationship management skills.
• Strong analytical and problem-solving abilities.
• Ability to prioritize tasks and manage multiple customer requests simultaneously.
• High attention to detail and accuracy.
• Ability to work independently while contributing effectively within a team environment.
• Strong organizational and time management skills.
• Ability to adapt to changing priorities within a fast-paced operational environment.
• Sound decision-making and conflict resolution skills.
• Proficiency in Microsoft Office applications.
• Familiarity with CRM platforms and customer support tools.

Benefits:

• Competitive salary package
• Hybrid work model with flexibility to support your lifestyle
• Comprehensive private health, life, and vision insurance coverage
• The latest tech equipment to support your productivity and creativity
• A collaborative, inclusive, and international work environment

Operational Requirements

• Willingness to work in alignment with the USA business calendar
• Ability to work a shift schedule aligned to UK business hours (3:00 PM – 11:00 PM Sri Lanka Time), with flexibility to accommodate operational requirements when necessary.

EEO / Accommodation

At Soundmouse, we are proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates, regardless of race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.