Customer Support Associate

RouteNote Ltd; Truro; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Hybrid work

Pension

Enhanced parental leave

On-site parking

Health & wellbeing programme

Dog-friendly office

Games rooms & social events

Job summary

RouteNote Ltd in Truro is seeking a Customer Support Associate to join our full-time team. The role offers 35 hours per week with hybrid working, 3 days in the Truro office and 2 days remote, and a salary of £24,079 per year.

We value excellent communication, problem-solving, and a customer-focused mindset. Experience with CRM and Google Suite is preferred, along with familiarity with the music industry.

Qualifications

• Excellent written and verbal communication skills.
• GCSE Maths and English.
• Strong problem-solving abilities.
• Ability to work independently and in a team.
• Customer-oriented mindset with a positive attitude.
• Attention to detail and organisation.
• Proficiency with CRM and help desk tools.
• Experience in customer support or related field preferred.

Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• Troubleshoot customer issues and coordinate with internal teams.
• Maintain accurate records in CRM and ticketing systems.
• Prioritise tasks to meet service levels and SLAs.

Skills

Communication

Problem solving

Independent & Teamwork

Customer focus

Attention to detail

Windows proficiency

Google Suite

Music industry knowledge

Product knowledge

Adaptable communicator

Multitasking

Education

GCSE Maths

GCSE English

Tools

CRM

Help desk tickets

Job description

Customer Support Associate
£24,079 per year | 35 hours per week | Hybrid working | Truro

This is a full-time role working just 35 hours per week. The £24,079 annual salary is equivalent to £13.23 per hour, or approximately £27,519 based on a standard 40-hour working week.

What we want:

Our ideal Customer Support Associate will have/be:

• Excellent written and verbal communication skills, with a preference for a casual and friendly tone.
• GSCE or equivalent in Maths and English.
• Strong problem-solving and analytical abilities.
• Ability to work independently and as part of a team.
• Customer-oriented mindset with a positive and enthusiastic attitude.
• Strong attention to detail, problem-solving, and organisational skills.
• Proficiency in relevant software applications (e.g. CRM, help desk ticketing systems).
• Proven track record in delivering exceptional customer support.
• Skilled computer user with proficiency in Windows operating system.
• Adaptable communicator who can effectively interact with diverse customers.
• Efficient multitasker capable of prioritising tasks and managing time effectively.
• Experience user of Google Suite tools for streamlined workflows.
• Previous experience in customer support or a related field is preferred.
• Music Industry knowledge and experience
• Product/service knowledge and experience

What we offer:

• Monday to Friday
• Hybrid working – 3 days in our Truro office and 2 days remotely
• Flexible start and finish times between 08:00 and 18:00
• 28 days annual leave plus bank holidays
• Company pension
• Enhanced maternity and paternity leave
• Free on-site parking
• Health and wellbeing programme
• Dog-friendly modern office
• Games rooms, table tennis, pool and mini gym
• Regular company social events

About us:

Founded in the quiet countryside of Cornwall, UK in 2007, RouteNote has spent over almost 20 years building a platform that empowers artists to easily get their music heard worldwide, proudly becoming the leading digital music distributor in all of Europe, covering over 95% of the digital music market.

Our team is built upon a love for music, many of us being musicians and creatives outside of the office. We know what people want for their music and we do our best to help their dreams come true using our passion and experience. We work with the top services around the world to ensure that your music can be heard everywhere, no matter how people are listening. We are constantly working hard to provide new and exciting opportunities to help artists and labels sell their music, grow their fan bases and rocket their music careers to new heights.

RouteNote is an equal opportunity employer. We have a strong culture of inclusion, curiosity and flexibility. We want you to help us create a world where millions of people are more creative, fulfilled and inspired.

We're a social, friendly bunch here at RouteNote. If you would like more information please contact our People & Culture team at [e-mail].

Closing Date - 1st November (if we have an influx of applications, the closing date might be pulled forward).