Customer Support Agent

Job Description

As an Artist Support Associate, you’ll play a key role in delivering consistently exceptional experiences to our Artists throughout their creative journey, from booking studio time to resolving technical issues during sessions. This is a fully remote role focused on handling lower-complexity, less urgent, support tickets and providing efficient, high-quality assistance via digital channels. You’ll also contribute to core operational tasks, helping streamline internal processes and supporting the wider Artist Support Team where necessary.

Role Responsibilities

• Develop a strong working knowledge of PIRATE’s offering, including product types, processes, services and equipment to maximise positive outcomes 
• Resolve Artist enquiries through inbound channels including phone calls, live messaging and emails, whilst also managing internal requests and processing equipment and estate reports with a high degree of speed and accuracy
• Primarily responsible for managing Tier 1 - Information and Account Support, Tier 1 - Aftercare, and Tier 2: Level 1 tickets for live session enquiries
• Processing GDPR Deletions and responding to Google and NPS reviews during downtime 
• Escalating more complex cases to Specialists or Team Leads whilst retaining strong ownership of interactions 

Expected Behaviours

• Role model Artist Support’s Mission Statement and Tone of Voice guidelines across all Artist-facing elements, demonstrating an intrinsic desire to deliver the best possible outcomes for our artists as well as other team members 

• A strong desire to genuinely support Artists and uphold PIRATE.COM’s mission to create safe and inclusive creative spaces for everyone 
• Approach all tasks with a solution-focused mindset and professional integrity
• Communicates with clarity, empathy and respect - both with Artists and colleagues
• Is proactive in flagging issues and sharing feedback, while maintaining accountability for their performance 
• Shows deep commitment and reliability - arrives on time and completes tasks without prompting, and follows through on responsibilities
• Willingly contributes to a supportive, collaborative and growth-oriented team culture

Required Experience

• Experience in a high volume customer support environment - able to juggle conversations, tickets and inbound calls while staying calm and maintaining accuracy 
• Working knowledge of Audio Equipment - We need someone who’s worked directly with DJ, Rehearsal or Production equipment either as a professional or hobbyist 
• Experience with tools like Slack, Zendesk, Intercom / Freshchat or any of kind of CRM - we work with Zendesk, and we work quickly - we need someone who can hit the ground running, so fast typing skills are a must. 
• Experience of working in a time-sensitive environment - our Artists pay by the hour, their time is their money and their ability to enter a ‘flow’ state - we need to make sure they get there as quickly as possible.

What’s in it for you?

An hourly salary of $17.81 per hour for 12 contracted hours per week.

• Shift 1: LA: Sun 6pm–Mon 12am
• Shift 2: LA: Mon 6pm–Tue 12am

We are looking to fill this position quickly, so if you’re interested, apply today!