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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 familiarity with music studio gear required.
- Other info: Flexible shift patterns available; apply quickly to join our dynamic team!
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.
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Customer Support Agent employer: PIRATE
Contact Detail:
PIRATE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Agent
✨Tip Number 1
Familiarise yourself with the tools mentioned in the job description, like Zendesk and Slack. Being able to demonstrate your proficiency with these platforms during any discussions will show that you're ready to hit the ground running.
✨Tip Number 2
Highlight your experience with music studio equipment in conversations or interviews. Since the role requires confidence in using DJ decks and production setups, sharing specific examples of your hands-on experience can set you apart from other candidates.
✨Tip Number 3
Prepare for situational questions that assess your problem-solving skills under pressure. Think of scenarios where you've successfully resolved customer issues quickly and effectively, as this aligns perfectly with the fast-paced environment at Pirate Studios.
✨Tip Number 4
Showcase your emotional intelligence by discussing how you handle difficult customer interactions. Providing examples of how you've maintained calm and empathy in challenging situations will resonate well with the company's artist-first approach.
We think you need these skills to ace Customer Support Agent
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of a Customer Support Agent at Pirate Studios. Tailor your application to highlight relevant experience in high-volume customer support and familiarity with music studio gear.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your experience in customer support, especially in fast-paced environments. Include specific examples of how you've resolved issues and supported customers effectively.
Write a Strong Cover Letter: In your cover letter, express your passion for music and technology, and explain why you want to work for Pirate Studios. Highlight your problem-solving skills and ability to communicate empathetically, as these are key traits for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer support role.
How to prepare for a job interview at PIRATE
✨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 environment artists work in.
✨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, focusing on your ability to remain calm and supportive.
✨Showcase Problem-Solving Skills
Be ready to discuss specific instances where you've resolved issues under pressure. Highlight your quick thinking and decision-making abilities, especially in fast-paced situations.
✨Familiarity with Support Tools
Brush up on tools like Zendesk and Slack. Mention any experience you have with these platforms during the interview, as it will demonstrate your readiness to hit the ground running.
