Customer Support Agent

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 ResponsibilitiesDevelop a strong working knowledge of PIRATE's offering, including product types, processes, services and equipment to maximise positive outcomesResolve 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 accuracyPrimarily responsible for managing Tier 1 - Information and Account Support, Tier 1 - Aftercare, and Tier 2: Level 1 tickets for live session enquiriesProcessing GDPR Deletions and responding to Google and NPS reviews during downtimeEscalating more complex cases to Specialists or Team Leads whilst retaining strong ownership of interactionsExpected BehavioursRole 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 membersA strong desire to genuinely support Artists and uphold PIRATE.COM's mission to create safe and inclusive creative spaces for everyoneApproach all tasks with a solution-focused mindset and professional integrityCommunicates with clarity, empathy and respect - both with Artists and colleaguesIs proactive in flagging issues and sharing feedback, while maintaining accountability for their performanceShows deep commitment and reliability - arrives on time and completes tasks without prompting, and follows through on responsibilitiesWillingly contributes to a supportive, collaborative and growth-oriented team cultureRequired ExperienceExperience in a high volume customer support environment - able to juggle conversations, tickets and inbound calls while staying calm and maintaining accuracyWorking knowledge of Audio Equipment - We need someone who's worked directly with DJ, Rehearsal or Production equipment either as a professional or hobbyistExperience 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 12amShift 2: LA: Mon 6pm–Tue 12amWe are looking to fill this position quickly, so if you're interested, apply today!