Virtual Operations & Platform Assistant

Summary
Virtual Operations & Platform Assistant for a Music Licensing Platform

Remote | Ongoing freelance opportunity

We’re a growing music licensing platform looking for a proactive, organised all-rounder to help manage the day-to-day running of the business.

You’ll be the central operational contact connecting customers, music partners, developers and our internal team. We need someone who takes ownership, identifies problems, follows work through to completion and suggests practical improvements.

You will report to and support the Business & Operations Manager, who sets priorities, approves workflow changes and oversees business performance. You will own assigned day-to-day tasks, maintain accurate records, coordinate follow-ups and escalate issues outside agreed procedures or authority.

You don’t need to be an expert in every area from day one. Your initial responsibilities will reflect your experience and our priorities, with guidance on our platform, policies and specialist workflows. You should already have strong organisational skills, sound judgement and experience managing work independently.

Responsibilities

Platform and catalogue management
- Support day-to-day platform operations and follow up assigned issues.
- Upload and manage tracks, releases, audio files, artist information, descriptions and metadata.
- Check catalogue accuracy, file quality and required approvals before publication.
- Maintain records of agreements, rights information and usage restrictions supplied or approved by management.
- Coordinate approved catalogue corrections, replacements and removals.

Licensing and Content ID administration
- Process routine licensing requests using approved terms and procedures.
- Maintain accurate licence records and customer usage information.
- Ensure customers receive the correct files, licence documentation and usage guidance.
- Coordinate allowlisting/whitelisting requests, Content ID claims and related enquiries.
- Track supporting evidence, case references, deadlines and outcomes.
- Escalate unclear rights questions, disputed claims and requests outside established policies.

Customer support and commercial enquiries
- Handle enquiries, subscriptions, refunds, cancellations and account closure requests within agreed policies.
- Coordinate the resolution of account, payment, licensing and download issues.
- Keep customers informed until their enquiries are resolved.
- Respond to commercial enquiries, follow up leads and prepare standard proposals.
- Prepare and follow up standard proposals using approved pricing and terms; refer negotiations to the Business & Operations Manager.

Publisher, distributor and artist communication
- Communicate with publishers, distributors, artists, producers and other music partners.
- Follow up missing assets, metadata, documentation and outstanding actions.
- Coordinate catalogue delivery and operational queries relating to rights and Content ID.
- Prepare usage and revenue reports where required by partner agreements, with financial calculations subject to review.

Website management and testing
- Coordinate with our web developers, document bugs clearly and follow up fixes.
- Regularly test registration, subscriptions, payments, licensing, downloads and account functionality using agreed test procedures.
- Check new features and verify that reported problems have been resolved.
- Suggest improvements to usability, functionality, design and automation.
- Escalate urgent technical issues and obtain approval for changes involving additional spending or significant scope.

Task management and meetings
- Create, update and track tasks in ClickUp, following priorities, owners and deadlines agreed with the Business & Operations Manager.
- Follow up outstanding actions and flag blockers early.
- Arrange Google Meet calls, prepare agendas where needed and record decisions and action points.
- Turn meeting outcomes into tasks and track them through to completion.

Finance administration and reporting
- Maintain organised records of income, invoices, receipts, expenses, payments and refunds.
- Reconcile records against available transaction reports using agreed procedures and flag discrepancies.
- Prepare supporting information for the accountant or finance team, including records needed for VAT returns.
- Provide regular updates on sales, subscriptions, licences, customer support, Content ID cases, website issues, finances and outstanding work.

This is an administrative finance responsibility. Tax treatment, filings, financial approvals and specialist accounting decisions remain with management and the accountant or finance team.

Systems and general administration
- Draft and maintain SOPs, checklists, templates and internal documentation, with workflow changes approved by the Business & Operations Manager.
- Keep spreadsheets, documents, inboxes and business records organised.
- Identify recurring problems, suggest improvements and implement agreed changes.
- Learn colleagues’ responsibilities and provide cover as the team grows, while maintaining clear ownership of each area.

What we’re looking for

- Relevant experience in operations, platform administration, project coordination or a similarly varied role.
- Strong written and spoken English.
- Excellent organisation, attention to detail and dependable follow-through.
- Confidence working with spreadsheets, online systems and structured records.
- Professional communication with customers, partners and technical teams.
- Ability to prioritise competing requests and work independently.
- Willingness to handle routine administration alongside problem-solving and process improvement.
- Good judgement about when to act, ask questions or escalate.
- Careful handling of confidential customer, commercial and financial information.

Experience with **ClickUp, subscription platforms, music licensing, Content ID, digital distribution, customer support, website testing or finance administration** would be valuable. You do not need experience in every area, but please distinguish work you have managed independently from areas where you would need training.

Major legal matters, significant financial decisions, high-value deals and strategic decisions remain with management.

What success looks like

Customers receive timely, clear responses. Catalogue and licence records remain accurate. Claims, bugs and outstanding tasks have clear owners and follow-ups. Financial records are organised for review. Management receives reliable updates without having to chase routine work.

How to apply

Please include:

1. A brief summary of your relevant experience, including operations you have personally owned.
2. Which parts of this role you could manage independently from the start and which would require training.
3. An example of a problem you identified proactively and followed through to resolution.
4. The tools and platforms you have used.
5. Your hourly rate, weekly availability, time zone and earliest start date.

Please also answer this scenario:

A customer reports a Content ID claim, another cannot download a licensed track, and a developer is overdue on a payment-related fix. What information would you gather, how would you prioritise the work, and how would you track each issue through to resolution?