Experienced Customer Support Agent – Artist Support Associate
Join careerzynith, a global leader in rehearsal and music facilities, as we empower artists and creators to succeed. At careerzynith, we're passionate about creating a world where music and technology come together to inspire and empower artists. As a Customer Support Agent, you'll be a vital part of our global team, providing exceptional support to artists creating in our studios. This is a rare opportunity to be part of a dynamic organization that's building something extraordinary.
About careerzynith
careerzynith 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. Our mission is to empower artists and creators to succeed by providing safe, inclusive, and inspiring creative spaces. Music and technology are at the heart of everything we do, and we're committed to delivering exceptional experiences for our artists.
The Role
As a Customer Support Agent, you'll be known internally as an Artist Support Associate. You'll be the lifeline for artists creating in our studios, providing fast, accurate support via chat, email, and phone. You'll troubleshoot tech issues, respond to emergencies, and ensure smooth, safe, and inspiring experiences for all careerzynith 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.
Shift Patterns
We're hiring for a few different shift patterns to ensure we have the right support in place at all times:
- 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
Key Responsibilities
* 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
What We're Looking For
We're 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
What's in it for You?
We're offering a competitive salary with the equivalent hourly rate of £12.21 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
Why Join careerzynith?
At careerzynith, we're passionate about creating a world where music and technology come together to inspire and empower artists. We're committed to delivering exceptional experiences for our artists, and we're looking for talented individuals like you to join our team. If you're interested in this exciting opportunity, please apply today! Apply for this job