Support Specialist

songtradr; Amsterdam; On-site; EUR 38,000 - 60,000; Full time

Job summary

Songtradr Netherlands is seeking a Support Specialist to assist our global community of artists, rights holders, and buyers. You will respond via email, resolve inquiries, and contribute to improving user experience.

This full-time role emphasizes learning, growth, and collaboration with product and engineering teams; you’ll help test new features and update documentation, while maintaining high-quality support in a fast-paced, music-focused environment.

Qualifications

• At least 2 years of customer support experience in a SaaS environment.
• Exceptional writing skills — clear, concise and empathetic.
• Ability to troubleshoot HTML/CSS/JavaScript and explain solutions clearly.
• Familiarity with support ticketing systems and best practices.
• Experience with content moderation or compliance workflows is a plus.

Responsibilities

• Field inquiries from artists, rights holders, fans, and buyers via email.
• Provide outstanding email support and resolve issues promptly.
• Follow, test, and report on new product developments to foresee issues.
• Collaborate with product and engineering teams to improve UX.
• Analyze recurring issues and update internal documentation and processes.
• Own and update help documentation to reduce caseload.

Skills

Customer support

SaaS experience

Writing skills

Attention to detail

HTML/CSS/JS troubleshooting

Ticketing systems

Tools

Ticketing systems

Job description

Support Specialist

Songtradr Netherlands

VACANCY: FULL-TIME

Company Profile

Songtradr is the world’s largest B2B music technology company, offering end-to-end music licensing, rights management, and direct-to-fan solutions. Through strategic acquisitions like MassiveMusic and Bandcamp, Songtradr empowers music creators and enables brands to connect with audiences through the power of music.

Learn more at songtradr.com

Team

The Support team ensures Songtradr’s global community of music creators, brands, and partners receive timely, high-quality assistance. We manage both internal and outsourced resources to maintain a responsive, compliant, and customer-focused support function. Our team works cross-functionally to represent the voice of the customer, drive process improvements, and advocate for support needs in product development.

Job Description

As a Support Specialist, you will address a wide range of enquiries from Songtradr’s diverse user base of music rights holders, fans, and buyers. You will spend most of your day crafting helpful, accurate responses because you believe — as we do — that customer support is as vital to our success as any product feature. This is not a traditional customer support role; it’s an opportunity to learn, grow, and contribute meaningfully to the global music community.

Main Job Duties

• Use your expert knowledge of the Songtradr product portfolio to field inquiries from artists, labels, fans, and music buyers.
• Provide outstanding support to artists, rights holders, and fans, primarily via email channels.
• Follow, review, and test new product developments to anticipate potential support issues.
• Collaborate with product and engineering teams, making recommendations based on your 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.

Desired Skills & Experience

• 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, including those 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.

Our Three Core Values

Lead with Music

It’s our compass and our passion. We champion creativity by putting artists, brands and fans first, balancing artistic integrity with bold commercial ambition.

Perform as One Band

United by purpose and trust. We aim high, knowing that collaboration, community, and doing it for the right reasons drives success for everyone.

Own Your Voice

We listen deeply and speak honestly. We value time, welcome diverse perspectives, and keep the rhythm of open, transparent communication alive.

Employment

Full time. What do you get in return? Inspiration, knowledge, career development, on top of our financial package. You’ll also be working with an international bunch of remarkable musically-infused individuals.

On this note, please know that Songtradr is an equal opportunities employer. Applicants will not be excluded on the grounds of sex, gender reassignment, pregnancy, maternity, race, marital status, diversity of thought, disability, age, religion, belief, or sexual orientation. And if you need any specific adjustments to be made throughout our recruitment process, please feel free to let us know.

We look forward to hearing from you!