Artist Support Associate

PIRATE.COM; New York (NY); Remote; USD 60,000 - 80,000; Part time

Job summary

Join PIRATE.COM as an Artist Support Associate, ensuring smooth experiences for artists in a fully remote setting. You'll provide technical support during late hours, manage urgent queries, and maintain studio operations. The role offers an hourly rate of $17.81, free studio hours, and generous leave policies.

Benefits

Free studio hours

33 days annual leave

2 Duvet days

4 weeks paid sick leave

Generous parental policies

Qualifications

• Experienced in high-volume customer support.
• Confident using music studio gear.
• Calm, clear, and empathetic in communication.

Responsibilities

• Deliver fast, accurate support via chat, email, and phone.
• Resolve live session issues and equipment concerns.
• Act as the after-hours operations lead.

Skills

High-volume customer support

Using music studio gear

Decision making under pressure

Empathetic communication

Problem-solving

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.