Artist Support Associate

PIRATE; California (MO); Remote; USD 60,000 - 80,000; Full time

Job summary

PIRATE Studios is seeking an Artist Support Associate to provide essential support for artists in their studios during late hours. This remote role involves troubleshooting technical issues, managing support tickets, and maintaining studio operations, ensuring a smooth and inspiring experience for artists. The ideal candidate will have customer support experience, familiarity with music studio equipment, and a problem-solving mindset. Enjoy benefits like free studio hours and generous leave policies as part of our commitment to employee wellbeing.

Benefits

Free studio hours

33 days annual leave, increasing to 36

2 Duvet days

4 weeks fully paid sick leave

Generous parental policies

Qualifications

• Experienced in high-volume customer support.
• Confident using DJ decks and production setups.
• Calm and empathetic communication.

Responsibilities

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

Skills

Customer support experience

Familiarity with music studio gear

Problem-solving

Empathetic communication

Fast typing

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.

Artist Support Associate

As an Artist Support Associate, you'll be the lifeline for artists creating in our studios during late hours. 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, after-hours 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 two shift patterns:

• Pattern 1: Sunday – Wednesday, 2:00am–8:00am GMT/BST (24 hours/week)
• Pattern 2: Thursday – Saturday, 2:00am–8:00am GMT/BST (18 hours/week)
  ** Ideal for those based in Pacific timezones (6pm–12am PST) **

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

• Act as the after-hours operations lead: 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 an hourly rate of $17.81 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: Although this is a remote role- we will only be hiring in the states of CALIFORNIA,NEW YORK or UNITED KINGDOM only.

The position is a non-exempt at-will position and subject to US employment verification.