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.

As a Customer Support Agent (known internally as our Artist Support Associates), you'll be the lifeline for artists creating in our studios. 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 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 a few different shift patterns:

SHIFT PATTERN 1

Wed: 09:00AM - 17:30PM
Sun: 10:00AM - 18:30PM

SHIFT PATTERN 2

Fri: 11:00AM - 19:30PM
Sat: 11:00AM - 19:30PM

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 federal 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 LA only and you must have the correct documentation to work in the State of California.

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

Customer Support Agent- LA based

Job Type