Support Specialist

Jobtailor; Amsterdam; On-site; EUR 42,000 - 65,000; Full time

Job summary

Songtradr is seeking a customer support specialist to help artists, labels, fans, and buyers with inquiries and issues across the product portfolio.

You will respond primarily via email, test new product developments, and work closely with product and engineering teams to improve usability and documentation. Strong writing and HTML/CSS/JS troubleshooting are essential.

Qualifications

• At least 2 years of customer support experience in a SaaS environment.
• Exceptional writing skills — clear, concise, empathetic, and nearly error-free
• Strong memory and attention to detail, with an ability to connect complex information quickly
• Ability to troubleshoot issues related to HTML, CSS, and JavaScript and explain solutions in a user-friendly way
• Familiarity with support ticketing systems and customer service best practices
• Experience with content moderation or compliance workflows is a plus
• Resume and a brief summary of the professional achievement most proud of to date required for application

Responsibilities

• Use expert knowledge of the Songtradr product portfolio to answer inquiries from artists, labels, fans, and music buyers
• Provide support to artists, rights holders, and fans, primarily via email
• Follow, review, and test new product developments to anticipate potential support issues
• Collaborate with product and engineering teams and make recommendations based on domain expertise
• Analyse recurring issues to identify, report, and correct usability problems
• Own and update help documentation and internal processes to improve user experience and reduce caseload

Skills

Customer Support Experience

SaaS Environment

HTML Troubleshooting

Exceptional Writing Skills

Support Ticketing Systems

Tools

HTML

CSS

JavaScript

Troubleshooting

Usability Analysis

Content Moderation

Compliance Workflows

Support Ticketing Systems

Job description

• Use expert knowledge of the Songtradr product portfolio to answer inquiries from artists, labels, fans, and music buyers


• Provide support to artists, rights holders, and fans, primarily via email


• Follow, review, and test new product developments to anticipate potential support issues


• Collaborate with product and engineering teams and make recommendations based on domain expertise


• Analyse recurring issues to identify, report, and correct usability problems


• Own and update help documentation and internal processes to improve user experience and reduce caseload

Requirements

• At least 2 years of customer support experience in a SaaS environment, ideally in a marketplace software company


• Exceptional writing skills — clear, concise, empathetic, and nearly error-free


• Strong memory and attention to detail, with an ability to connect complex information quickly


• Ability to troubleshoot issues related to HTML, CSS, and JavaScript and explain solutions in a user-friendly way


• Familiarity with support ticketing systems and customer service best practices


• Experience with content moderation or compliance workflows is a plus


• Resume and a brief summary of the professional achievement most proud of to date required for application

Core Competencies

Demonstrates expertise in customer support within a SaaS environment, with strong writing skills and the ability to troubleshoot HTML, CSS, and JavaScript issues. Capable of analyzing user experience and collaborating with product teams to enhance support processes.

Highest-signal resume keywords

• Customer Support Experience


• SaaS Environment


• HTML Troubleshooting


• Exceptional Writing Skills


• Support Ticketing Systems

ATS Optimization Keywords

Hard Skills

• HTML


• CSS


• JavaScript


• Troubleshooting


• Usability Analysis


• Content Moderation


• Compliance Workflows

Soft Skills

• Attention to Detail


• Empathy


• Clear Communication

Industry Keywords

• Marketplace Software


• Customer Service Best Practices

Tools & Technologies

• Support Ticketing Systems