(English C1) Customer Support Consultant, music industry (short-term, remote)

SupportYourApp

1d • Remote

About The Position

SupportYourApp is hiring a short-term Customer Support Consultant to provide Level-1 support for a client in the music industry. The role supports e-commerce customers and involves responding through email and social media, with live chat planned for the future. The position is seasonal from November 2026 to January 2027 and offers fully remote cooperation in an international environment.

The consultant will handle order questions, tracking requests, delivery issues, returns, and basic product or technical questions. They will use FAQs and an internal knowledge base to provide accurate answers, follow service-level agreements and established procedures, and escalate complex or high-priority cases when necessary. The schedule is Monday to Friday, 9 AM to 5 PM CET. Compensation is in USD; specific compensation, benefits, and working conditions will be set out in the agreement if selected.

Requirements

• Excellent English skills at C1 level in both spoken and written communication.
• At least 6 months of customer service experience in a fast-paced environment.
• Familiarity with the guitar business or music industry, such as playing an instrument or having experience in music retail or with musical instrument brands.
• Strong problem-solving and troubleshooting skills, with close attention to detail.
• Ability to multitask and prioritize effectively.
• Familiarity with CRM systems and basic technical support.
• Ability to communicate clearly, professionally, and empathetically with customers.
• Strong interpersonal skills and a team-player attitude.
• A personal computer or laptop with Windows 11 licensed, macOS Sequoia or newer, or Linux, and at least 8 GB of RAM.
• Stable internet connection with a minimum of 50 Mbps download and 40 Mbps upload, plus a backup power or internet solution for at least 4 hours.

Nice To Haves

• Experience in e-commerce support, including orders, tracking, and returns.
• Experience supporting customers on social media.

Responsibilities

• Deliver Level-1 support via email and social media; live chat may be added in the future.
• Handle e-commerce order inquiries, including order status, changes, and general questions.
• Respond to tracking-number requests and help resolve delivery issues.
• Process returns and guide customers through the return process.
• Troubleshoot basic product and technical questions, explaining solutions clearly to non-technical customers.
• Respond to customer inquiries in line with service-level agreements and established procedures.
• Use FAQs and the internal knowledge base to provide fast, accurate answers.
• Escalate complex or high-priority issues to the appropriate internal team when needed.

Benefits

• Opportunity to work fully remotely.
• Inclusive international environment.
• Compensation in USD.
• Rewards for referring friends.
• Balance between project workload and personal time, plus an internal health policy.
• Responsive leadership interested in employee growth and long-lasting cooperation.
• Opportunities for self-development.
• A culture built on trust, with no time-tracking requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed