Artist Support Associate - Remote

Overview

As an Artist Support Associate, you'll be the lifeline for artists creating in our studios during late hours, ensuring smooth, safe, and inspiring experiences.

In Short

• Deliver fast, accurate support via chat, email, and phone.
• Resolve live session issues, equipment concerns, and user errors.
• Handle GDPR deletion requests and review responses during downtime.
• Act as the after-hours operations lead: monitor safety, escalate emergencies, and make time-sensitive decisions.
• Champion our tone of voice and artist-first approach.
• Support internal teams and flag studio or system issues as they arise.

Requirements

• Experienced in high-volume customer support.
• Confident using music studio gear — DJ decks, production setups, rehearsal kit.
• Comfortable working independently and making decisions under pressure.
• Calm, clear, and empathetic in communication.
• Fast with tools like Zendesk, Intercom/Freshchat, Slack — and an even faster typist.
• A natural problem-solver who thrives in a fast-paced, time-sensitive environment.
• Emotionally intelligent, reliable, and mission-driven.

Benefits

• Free studio hours.
• 33 days annual leave, increasing to 36 days with length of service inclusive of bank holidays (pro-rated for part time).
• 2 Duvet days – to press the pause button and reset mentally, no questions asked.
• 4 weeks of fully paid sick leave.
• Generous parental policies.