Customer Support Agent

The Artist Support Associate role involves providing support to artists through digital channels, handling support tickets, and contributing to operational tasks. It is a fully remote position focused on delivering high-quality assistance and supporting the artist community.

Location: Remote (US)

Salary: $17.81/hr

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

Requirements

• 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.

Benefits

• 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