Customer Support Specialist

About BeatStars

Since 2008 BeatStars has been the pioneering and go-to online music marketplace to connect millions of recording artists and music producers worldwide. BeatStars is also the leading A&R discovery tool for all the major and independent labels. Most recently, BeatStars partnered with Sony Publishing to launch its publishing arm on the platform.

Now, with over 3 million monthly active users, we’ve paid over $200M to our creator community. We continue to support independent musicians with the tools, community, opportunities, and education they need to earn a living doing what they love.

What You’ll Be Doing

We are excited to bring on a Customer Support Specialist to join our growing team and provide an immediate impact for supporting our BeatStars community. We need someone who can work independently and remotely, while still being a team player that brings best-in-class customer support to our 24/7, global and diverse user base. In this fast-paced role you will be collaborating with Engineering, Marketing, Product, Finance, and Legal, as directed by the Managers and Director of our multi-armed BeatStars Support team (Customer Success, Distribution, Publishing, Payments, and Knowledge Base) in order to quickly triage and assess any customer issue, while offering a quick resolution with a professional candor.

Responsibilities:

  • Provide stellar support to our worldwide user base.
  • Learn and navigate the BeatStars platform and our internal tools to address technical issues.
  • Maintain and monitor escalation process to Tier 2 / Tier 3, as well as reverse escalation (issues caught internally and requiring customer communication).
  • Seamlessly utilize many customer support tools (i.e., ticketing / CRM platform) – Zendesk experience preferred.
  • Be comfortable appropriately escalating any urgent issues that require immediate response across multiple teams.
  • Maintain in-depth working knowledge of the company’s brands, systems and processes.
  • Exercise judgment in assessing whether tickets need to be escalated to Engineering.
  • Interpret and adopt the “Voice of BeatStars” for our user base as the support team interacts with customers.
  • Collaborate with Engineering, Marketing, Product, and Legal teams toward shared objectives
  • Stay abreast of current software functionality, releases, design changes, and new offerings to maintain high quality support.
  • Maintain a high CSAT (satisfaction) score, as measured by the ticket metrics tracking system (Zendesk Explore).

What You’ll Need

  • 1+ years serving on a global team of customer support agents (preferably in a remote environment).
  • Zendesk experience is a plus, but similar support ticketing systems experience can be a substitute.
  • Customer-first attitude and empathy. You have strong customer support experience and you value keeping the customer perspective top of mind.
  • Ability to adapt to a multicultural global team when it comes to training, and any personnel advice/correction matters.
  • Ability to adapt and maintain a cool head with our global and diverse user base, even when users are upset.
  • Creative problem-solving. You like to address complicated challenges, cross-functional collaboration and using tools to help you succeed.
  • Excellent interpersonal skills. You appreciate the value of written and verbal communication to inform, help, and advise users and colleagues.
  • Music industry experience is good, but BeatStars platform experience is even better!
  • Professionalism, perseverance to follow through on hard concepts and a sense of ownership and urgency in problem-solving.
  • Flexibility to be available when needed in crisis situations (platform outages, release problems, etc).
  • The ability to get to the root of a customer issue, confidence, patience, tact, and diplomacy (to diffuse difficult situations).
  • Knowledge of DNS/domain configuration for custom website domain setup is a plus.
  • Experience with JIRA, Google Workspace, and other high-level administration tools is a plus.

This role might be for you if:

  • You’re smart, curious, empathetic, energetic, friendly and polished with strong verbal and written communications skills and an analytical mindset.
  • You’re a motivated and passionate individual with great judgment looking for a fast-paced, dynamic role that touches many parts of the business.
  • You have ability to adjust to changes quickly and effortlessly is vital to success in this role.
  • You will blow us away with your work ethic, your passion, your integrity, your attitude, and your energy!.

Benefits

We’re a small and growing team working together closely and operating with complete autonomy and freedom. This means you will have a direct impact on any project that you work on and your success will be felt across the company. Some other perks include:

  • 100% paid medical, dental, and vision for employees and generous contribution for dependents – effective 1st day of hire!
  • FSA/HSA
  • 20 PTO days (+5 Days at 4 years tenure) and Routine sick days
  • 10 Company Observed Holidays + 2 Floating Holidays
  • Daily Meditation Session 
  • 8 weeks of parental leave paid at 100%
  • Company sponsored Short Term Disability and Basic Life Insurance
  • Voluntary Benefits (LTD, Accident, Additional Life, and 401k)
  • Flexible work hours
  • $70-month tech reimbursement
  • Company observed Self-Care Days (4x per year)
  • Virtual social events and a sense of community (even online)
  • Global Recognition and Anniversary Program

Compensation

Remote US salary range for this role is $53,500-$63,000 USD. 

APPLY HERE