THE ROLE

If you are a data geek, music nerd and technophile then this opportunity is great for you! You will use an incredible depth of music knowledge in one or more genres; from Acid Rock to Zydeco and anything in between. You will use your strong affinity with data, technology and/or systems. Both your knowledge of music and your affinity for data are needed to fulfill this role.

This assignment will last from four to eight months. You will be asked to work up to 37.5 hours a week with occasional extra hours, including overtime.  You will be offered continuing education through a variety of free webinars and hands on training.

This is a hybrid position. 

QUALIFICATIONS​

• Music knowledge of one or more genres required
• Proven experience working independently with a high level of dependability
• Proficiency in using Excel and/or data
• Experience handling a high volume of data with sharp attention to detail is preferred
• Experience with computer focused work for long periods of time preferred
• Must have access to a computer and high-speed internet service

FOCUS AREAS​

• Review sound recording data to musical works data through a combination of cross-referencing available data points and performing outside research;
• Extensively investigate source data for accurate matching;
• Perform various data entry and clean-up tasks;
• Review and confirm the work of peers, as needed;
• Communicate issues to supervisors and other team members;
• Collaborate with team members and supervisors to develop and improve matching and research strategies;
• Continually update and improve work processes based on results of prior work and newly-received data; and
• Meet productivity standards for throughput.
• Quickly align your work with new procedures.

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• The Focus Areas may inevitably evolve and change over time to meet changing business needs.

THE ROLE

Type: Full-Time, Hybrid

Provide a best-in-class customer experience by anticipating the needs of our users and Members, multitasking with various customer inquiries received via support channels, escalating issues based on documented process flows, and representing The MLC as a frontline brand ambassador.

We are a service organization and must be available to support our customers when they need us. Flexibility with hours and availability are essential.

Our hours of operation are currently Monday through Friday from 8:00 a.m. to 6:00 p.m. CST.

QUALIFICATIONS​

• One-year experience in Customer Experience/Customer Service/Customer Support in a contact center, retail, or hospitality environment, preferred
• Experience with handling confidential and proprietary information
• Experience with data entry; with consistent accuracy and precision
• Excellent interpersonal communication skills; especially with conflict resolution
• Comfortable adapting to change, meeting evolving business needs, and using new technologies.

ESSENTIAL RESPONSIBILITIES​

YOU WILL SUPPORT CRITICAL CUSTOMER SUPPORT WORK BY:

• Building strong customer relationships by delivering service through various support channels that include phone, chat, and email
• Promptly and professionally responding to all inbound customer inquiries
• Achieving key performance goals (metrics) while never losing sight of providing a world-class experience to users and Members
• Making quick decisions keeping customer satisfaction top-of-mind, while operating within the bounds of established policies and procedures
• Communicating clear expectations around inquiry processing time standards, and resolving inquiries accurately and within those established time standards
• Developing and continuously building overall knowledge to provide the highest level of customer support
• Updating job knowledge by participating in required employee training and educational opportunities
• Efficiently leveraging all available resources, both internal and external, to meet customers’ varied needs
• Listening to customer feedback and advocating for customer-oriented solutions
• Maximizing support platform technology to capture critical data and use for decisions
• Actively contributing to a culture of continuous improvement by identifying gaps and suggesting solutions
• Collaborating with others in a team-based environment to accomplish organizational goals and resolve issues
• Working in a way that aligns with the core values of The MLC; with transparency, a service orientation, respect for diversity and a commitment to excellence

WORKING AT THE MLC

The MLC is committed to excellence, service, transparency, and diversity. Our culture is collaborative, our people are adaptable, and our office environment is open. On our team, you are respected, valued for your unique strengths and experiences, and empowered to identify and resolve your own challenges.

THE ROLE ESSENTIAL RESPONSIBILITIES

In this role, you will partner with the Director of Member Support to lead a team of Associates and Senior Associates of Member Support to ensure the consistent delivery of world-class support experiences to our internal and external customers who include creators, publishers, and DSPs. You will invest in the development and performance management of team members and help execute engagement activities aligned with The MLC’s guiding principles. You will support the vision and strategy to ensure our users and Members receive a consistent, high-quality support experience every time they contact our Support team.

We are a service organization and must be available to support our customers when they need us. Flexibility with hours and availability are essential.

Our hours of operation are currently Monday through Friday from 8:00 a.m. to 6:00 p.m. CST.

Our company is Hybrid with onsite expectations on Tuesdays and Thursdays. 

QUALIFICATIONS

Required

· Bachelor’s Degree or equivalent

· Two years related work experience in Customer Experience as a Specialist, Supervisor or Team Lead; Quality Specialist or Lead

· Experience with coaching and training others for increased performance

· Quantitative and qualitative analysis skills

· Strong written and verbal communication

· Empathetic, collaborative, self-starter and results driven with the ability to deliver and receive feedback

Preferred

· Lean Six Sigma (LSS) experience in the application of LSS principles to achieve operational excellence is a plus.

· Multi-channel support experience preferred.

ESSENTIAL RESPONSIBILITIES

YOU WILL STRIVE FOR OPERATIONAL EXCELLENCE & DATA ANALYSIS BY:

· Supporting and identifying opportunities for continuous process improvement

· Communicating and monitoring key performance indicators (KPIs) including but not limited to service level agreements (SLAs), first contact resolution (FCR), productivity goals, and customer satisfaction scores.

· Conducting an ongoing assessment of KPIs to ensure alignment with organizational objectives, including workforce management for real-time support channels.

· Performing quality assurance audits to measure team compliance with documented resolution pathways.

· Partnering and aligning with Voice of Customer (VOC) team to support content development based on business updates and processes related to Support team operations.

· Conveying the customer experience and its drivers to Member Support leadership in a way that is both concise and impactful.

· Analyzing potential technical bugs, reported by users and Members, are properly vetted and work with Tech team to ensure business critical issues are prioritized accordingly.

· Collaborating with other areas of the organization and providing input as a subject matter expert on cross-functional initiatives that support and enhance Members’ experiences.

· Serve as the point of escalation for Senior Associates and Specialist(s) of Member Support with complex support inquiries related to the Matching Tool and its internal processes.

YOU WILL LEAD WITH PURPOSE BY:

· Modeling an empathetic approach to customer care that centers around building trust and removing barriers.

· Cultivating a high-engagement environment where team members feel valued and understand how their day-to-day work contributes to the mission of the broader organization.

· Equipping team members for individual success by helping them create development plans and providing access to the tools necessary to reach growth milestones.

· Consistently delivering constructive, actionable feedback to team members.

· Creating, maintaining, and facilitating employee training, related training materials, and onboarding for Member Support processes.

WORKING AT THE MLC

The MLC is committed to excellence, service, transparency, and diversity. Our culture is collaborative, our people are adaptable. On our team, you are respected, valued for your unique strengths and experiences, and empowered to identify and resolve your own challenges.

WHO WE ARE

The Mechanical Licensing Collective (The MLC) is a nonprofit organization designated by the U.S. Copyright Office to administer blanket mechanical licenses for digital music services in the United States. Our mission is to ensure songwriters, composers, and music publishers are accurately compensated for the use of their music.

Operating at the intersection of music, data, and technology, we process billions of usage records, match them to the correct musical works, and distribute royalties with accuracy and transparency. As we continue to grow, we are building scalable data platforms and workflows that power the future of digital music licensing.

THE ROLE

As a SQL Engineer / Data Analyst, you will play a critical role in designing, building, and maintaining scalable data solutions that power usage and royalty processing, reporting, and internal analytics. You’ll work closely with Data Platform, Engineering, Finance, and Member Experience teams to ensure data integrity, accessibility, and performance across systems.

This role is ideal for someone who enjoys working with complex datasets, optimizing queries for performance, and building reliable data pipelines that directly support business-critical operations.

Preference to individuals in Eastern and Central Time Zone to accommodate for UK team member collaboration.

QUALIFICATIONS

Required

· 3+ years of experience writing complex SQL queries in a production environment

· Strong experience with relational databases (e.g., PostgreSQL, Oracle)

· Proven ability to optimize queries and improve database performance

· Experience working with large, complex datasets

· Strong problem-solving skills and attention to detail

· Ability to communicate technical concepts to non-technical stakeholders

Preferred

· Experience with cloud data platforms (AWS Athena, Metabase, or similar)

· Familiarity with ETL/ELT processes and data pipeline concepts

· Experience supporting financial, royalty, or transactional data systems

· Understanding of data modeling concepts (star schema, normalization, etc.)

ESSENTIAL RESPONSIBILITIES

AS A MEMBER OF THE TECH TEAM, YOU WILL:

· Design, develop, and maintain complex SQL queries, stored procedures, and views to support business operations and reporting

· Optimize database performance through query tuning, indexing strategies, and execution plan analysis

· Partner with Data Engineers and Analytics teams to support data pipelines and transformations across platforms (e.g., AWS Athena, Metabase, or similar)

· Support royalty processing workflows by ensuring accuracy, consistency, and timeliness of data outputs

· Collaborate with cross-functional stakeholders (Finance, Rights Management, Member Experience) to translate business requirements into scalable data solutions

· Troubleshoot data discrepancies and implement long-term fixes to improve data quality

· Contribute to data governance, documentation, and best practices across the data ecosystem

· Assist in building and maintaining reporting datasets for internal and external stakeholders

· Data quality and validation frameworks to ensure accuracy

WORKING AT THE MLC

The MLC is committed to excellence, service, transparency, and diversity. Our culture is collaborative, our people are adaptable. On our team, you are respected, valued for your unique strengths and experiences, and empowered to identify and resolve your own challenges.

The Mechanical Licensing Collective (The MLC) is a nonprofit organization designated by the U.S. Copyright Office to administer blanket mechanical licenses for digital music services in the United States. Our mission is to ensure that songwriters, composers, and music publishers are accurately paid for the use of their music in the digital ecosystem. While our foundation is rooted in music licensing and rights administration, the scale and complexity of the data we process-billions of usage records from digital service providers-has positioned The MLC at the intersection of music and technology. As we continue to build and refine the systems that power matching, royalty processing, and rights management, we are increasingly operating like a technology company, developing sophisticated platforms, data infrastructure, and automation to support the future of digital music licensing.

THE ROLE

As a Quality Assurance Engineer, you will design, implement, and own the testing strategy for the Matching Platform. You will build and maintain automated testing frameworks and perform exploratory validation across workflows, APIs, integrations, and user-facing components to ensure the system behaves as intended and that changes do not introduce regressions. You will contribute production-quality testing code, establish testing standards and best practices, and work closely with the Matching Team throughout story refinement and implementation to ensure new functionality is testable, clearly defined, and validated before completion. The Matching Platform is a critical tool that enables The MLC to drive accurate royalty payments to our Members.

QUALIFICATIONS

• Minimum five (5) years’ experience in Quality Assurance or Quality Engineering within a software engineering team.
• Strong experience designing and implementing automated tests; able to write and maintain production-quality testing code.
• Hands-on experience with manual and exploratory testing in complex systems; able to validate behavior against business rules.
• Experience testing APIs and workflow-heavy or data-driven systems; proficient in SQL; experience working within AWS environments.
• Experience testing machine learning or probabilistic systems, building testing frameworks from scratch, or working with orchestration tools such as Dagster or Airflow is a plus.
• Strong attention to detail, clear documentation skills, and effective collaboration within Agile, cross-functional teams.
• Working proficiency in Python, familiarity with other languages is a plus.

ESSENTIAL RESPONSIBILITIES

AS A QA ENGINEER AT THE MLC, YOU WILL:

• Own the testing strategy for the Matching Platform, ensuring consistent validation across workflows, APIs, integrations, and user-facing components.
• Design, build, and maintain automated test suites in Python, establishing and evolving the team’s testing framework.
• Perform manual and exploratory testing before work is considered complete, validating complex workflows, identifying defects, edge cases, unintended behaviors, and deviations from business rules.
• Collaborate closely with engineers and product stakeholders during story refinement and development to ensure features are testable and clearly defined.
• Define and maintain QA standards and testing practices within the Matching Team, contributing to regression coverage as the platform evolves.
• Investigate and document defects clearly, working with developers to resolve issues prior to ticket completion.

AS A MEMBER OF THE TECHNOLOGY TEAM, YOU WILL:

• Advocate for quality throughout the development lifecycle, partnering with engineers to incorporate testing considerations early.
• Contribute to the evolution of scalable, automated QA practices across the Technology organization.
• Promote consistent standards for reliability, validation, and defect management.
• Participate in Agile ceremonies, providing a quality-focused perspective in planning and retrospectives.
• Support continuous improvement of engineering practices as systems grow in complexity.

• Develop and maintain advanced analytics solutions using Microsoft Power BI (including Power Query and DAX) and Excel (including VBA, custom macros, and complex functions).
• Design, build, and manage dashboards and reports to support multiple functional teams across the organization.
• Analyze large datasets efficiently, ensuring timely and accurate delivery of insights to internal and external stakeholders.
• Validate and maintain data integrity, performing rigorous quality checks to ensure accuracy and reliability.
• Collaborate with stakeholders to identify business needs, anticipate requirements, and communicate findings clearly and effectively.
• Support process improvement initiatives, leveraging automation and analytics to enhance operational efficiency.
• Promote a KPI-driven culture by helping define and implement key performance indicators for critical processes.

• Minimum 4 years of advanced experience with Microsoft Power BI, including Power Query and DAX.
• Minimum 2 years of advanced experience with Microsoft Excel, including VBA, custom macros, and complex functions.
• Strong knowledge of the Microsoft platform and ability to navigate and integrate tools effectively.
• Excellent communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Demonstrated critical thinking and problem-solving skills, with a proactive and adaptive approach.

• Experience with Automation tools such as Power Automate, UiPath, or Automation Anywhere.
• Advanced knowledge of SharePoint, including permissions management, site architecture, and workflow automation.
• Experience coding and using AI tools to supplement the development process.
• Ability to work collaboratively across diverse teams and functions.
• Strong initiative and resourcefulness in researching and implementing innovative solutions.
• Technically savvy and quick to learn new platforms and tools.
• Knowledge of music industry terms and processes.

• A self-starter who thrives in a fast-paced environment.
• Someone who is curious, detail-oriented, and passionate about leveraging data and automation to solve business challenges.
• A team player who values collaboration and clear communication.

• Applying The MLC’s Guiding Principles to your work and your behaviors
• Being process-oriented, data-driven, and tech-savvy; being collaborative, curious, and open to new ideas
• Engaging in a diverse and dynamic team; continuing with personal development
• Inspiring others with your enthusiasm and humility