Customer Support Specialist

PIRATE.COM

Pirate Studios is the world's leading provider of rehearsal and recording facilities for artists, with studios in the UK, Germany and the USA and exciting plans to expand globally. This is a rare opportunity to be part of a global team that is building something extraordinary. Music and tech are central to our mission of empowering artists and creators to succeed.

The Role:

To provide assistance to our Customer Experience Team remotely, over evenings and  weekends on a freelance basis. This includes helping customers and supporting cross departmental feedback. We’re looking for Pirates all over, so you can be based anywhere.  Please keep in mind of the timezones as this role is specifically for the overnight shift of  3:00-8:30am GMT.  

If you’re thrilled by the intersection of music and technology, have a solid understanding of  what underpins exceptional customer service, and you’re a self-starter we want to hear from  you! Bonus points for applicants who speak more than one language or already have  experience working with audio equipment.

What were looking for:

• Assisting customers in and outside of our studios via live chat, phone, and email.

• Managing customer bookings and account queries, alongside troubleshooting  equipment issues and triaging and escalating more complex enquiries to our team of  Customer Experience Specialists.  

• Carrying out admin tasks and responding to internal requests alongside reporting  equipment and estates issues to the Operations team.

• Logging online and offline and the designated dates and times as agreed on with the  monthly rota.   Answering all incoming chats and calls when they come in 

• Prioritizing urgent issues regarding the facilities or on-site visitors and including  pertinent information to the related departments.

Who you are:

• We’re looking for dedicated, energetic, and highly motivated Support Specialists Customer service experience (chats and phone call experience highly desired)
• Basic knowledge of a musician relationship with a recording & rehearsal studio (ideal  to have either knowledge in DJ equipment, recording equipment, rehearsal  equipment, or recording software) 

You will need:

• A personal laptop with a pair of headphones 
• Excellent internet connection

Ideally we are looking for someone based in the Philippines / Thailand (UTC+7)

Equal For All

At Pirate, we strive to break down barriers for people of all backgrounds, and it’s no different for our team. Equal opportunity, inclusivity and diversity are celebrated here. This means we treat people fairly, regardless of age, disability, gender identity or expression, pregnancy and maternity, marital status, race, religion or sexual orientation.

We are looking to fill this position quickly so if this sounds great to you - apply today!