Customer Support Agent

PIRATE•Los Angeles, CA

7h•$18•Remote

About The Position

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.

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.

Nice To Haves

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

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