Customer Support Agent

PIRATE; Bristol; Remote; GBP 25,000 - 35,000; Full time

Job summary

PIRATE is seeking a Customer Support Agent to join their remote team. You will provide vital support to artists using their rehearsal studios, ensuring smooth operations while engaging empathetically with clients. The role includes resolving tech issues, managing support tickets, and upholding a high-quality customer experience. Competitive benefits like free studio hours and generous leave policies are offered.

Benefits

Free studio hours

33 days annual leave

2 Duvet days

4 weeks fully paid sick leave

Generous parental policies

Qualifications

• Experienced in high-volume customer support.
• Confident using music studio gear — DJ decks and production setups.
• Fast typist and experienced with support tools.

Responsibilities

• Deliver fast, accurate support via chat, email, and phone.
• Resolve live session issues and user errors.
• Monitor safety and escalate emergencies.

Skills

Customer support

Problem-solving

Communication

Time management

Tools

Zendesk

Intercom/Freshchat

Slack

Job description

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.