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- Tasks: Support artists by resolving tech issues and ensuring smooth studio experiences.
- Company: Join Pirate Studios, the leading global provider of rehearsal and music facilities for artists.
- Benefits: Enjoy remote work, free studio hours, 33 days annual leave, and generous parental policies.
- Why this job: Be part of a mission-driven team empowering artists in a creative and inclusive environment.
- Qualifications: Experience in high-volume customer support and confidence with music studio gear required.
- Other info: Flexible shift patterns available; apply quickly as we are hiring now!
2 days ago Be among the first 25 applicants
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PIRATE STUDIOS
Pirate Studios is the world\’s leading provider of rehearsal and music facilities for artists, with studios in the UK, Germany and the USA with 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.
As a Customer Support Agent (known internally as our Artist Support Associates), you\’ll be the lifeline for artists creating in our studios. From helping troubleshoot tech issues to responding to emergencies, you\’ll ensure smooth, safe, and inspiring experiences for all Pirate artists.
This role is fully remote, handling support tickets and managing urgent queries with efficiency and care. You\’ll also play a key part in maintaining studio operations during your shift, escalating complex issues when needed, and upholding our mission to provide safe, inclusive creative spaces.
We\’re hiring for a few different shift patterns:
- Pattern 1: Mon: 12-20:30, Fri: 08-16:30, Sat: 12-20:30
- Pattern 2: Mon: 18-02:30, Tues: 18-02:30, Sat: 15-23:30
- Pattern 3: Mon: 19-23:30, Tues: 15-23:30, Thurs: 19-23:30, Sun: 19-23:30
- Pattern 4: Mon: 08-14:30, Fri: 09-17:30, Sat: 09-16:30, Sun: 09-16:30
- Pattern 5: Fri: 19-23:30, Sat: 09-17, Sun: 09-17:00
- Pattern 6: Tues: 08-16:30, Weds: 8-16:30, Thurs 08-16:30
You\’ll be working on..
- 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
- 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
Were Looking For..
Someone who is:
- 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
Whats in it for you?
We are offering a salary with the equivalent hourly rate of £12.21 of for this role. Alongside that we offer:
- 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
We are looking to fill this position quickly, so if you\’re interested, apply today!
Please note this is a mostly remote role.
Seniority level
-
Seniority level
Entry level
Employment type
-
Employment type
Part-time
Job function
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Job function
Customer Service
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Industries
IT Services and IT Consulting
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Customer Support Agent employer: pirate.com
Contact Detail:
pirate.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Agent
✨Tip Number 1
Familiarise yourself with the music studio equipment mentioned in the job description. Being confident with DJ decks and production setups will not only help you during the interview but also show your genuine interest in the role.
✨Tip Number 2
Practice your communication skills, especially in a calm and empathetic manner. Since you'll be dealing with artists who may be under pressure, demonstrating your ability to handle situations with care can set you apart from other candidates.
✨Tip Number 3
Get comfortable with customer support tools like Zendesk and Slack. If you can showcase your proficiency with these platforms during your interactions with us, it will highlight your readiness for the role.
✨Tip Number 4
Be prepared to discuss how you would handle urgent queries and emergencies. Think of examples from your past experiences where you successfully resolved issues under pressure, as this will demonstrate your problem-solving skills.
We think you need these skills to ace Customer Support Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support, especially in high-volume environments. Mention any familiarity with music studio equipment and tools like Zendesk or Slack.
Craft a Compelling Cover Letter: In your cover letter, express your passion for music and technology. Explain how your skills align with the role of Customer Support Agent and how you can contribute to creating inspiring experiences for artists.
Showcase Problem-Solving Skills: Provide examples in your application that demonstrate your ability to handle emergencies and resolve technical issues efficiently. Highlight your calmness under pressure and your empathetic communication style.
Highlight Flexibility: Mention your availability for the various shift patterns offered. Emphasise your willingness to adapt to different working hours, showcasing your commitment to supporting artists whenever they need assistance.
How to prepare for a job interview at pirate.com
✨Know Your Tech
Familiarise yourself with common music studio equipment and software. Being able to discuss your experience with DJ decks or production setups will show that you understand the needs of the artists you'll be supporting.
✨Demonstrate Empathy
As a Customer Support Agent, you'll need to communicate clearly and empathetically. Prepare examples of how you've handled difficult customer interactions in the past, showcasing your ability to remain calm under pressure.
✨Showcase Problem-Solving Skills
Think of specific instances where you've successfully resolved issues quickly. Highlight your natural problem-solving abilities, especially in fast-paced environments, as this is crucial for the role.
✨Familiarity with Support Tools
Brush up on tools like Zendesk, Intercom, or Slack. Mention any relevant experience you have with these platforms during the interview, as being tech-savvy will give you an edge in managing support tickets efficiently.
