Remote Music Studio Support Agent Job at PIRATE.COM in New York

Pirate Studios is the world’s leading provider of rehearsal and music facilities for artists, with studios in the UK, Germany and the USA, and exciting plans to expand globally. This rare opportunity lets you join 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 (internally called Artist Support Associate), you will be the lifeline for artists creating in our studios. From troubleshooting tech issues to responding to emergencies, you will ensure smooth, safe, and inspiring experiences for all Pirate artists. This role is fully remote. You will handle support tickets and urgent queries with efficiency and care, play a key part in maintaining studio operations during your shift, and uphold our mission to provide safe, inclusive creative spaces. Shift Patterns Pattern 1 (15 hours) Wednesday: 09:00AM – 17:30PM (PST) Sunday: 10:00AM – 18:30PM (PST) Pattern 2 (15 hours) Friday: 11:00AM – 19:30PM (PST) Saturday: 11:00AM – 19:30PM (PST) Responsibilities 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, escalated 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 Qualifications 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 typist with tools like Zendesk, Intercom/Freshchat, Slack A natural problem‑solver who thrives in a fast‑paced, time‑sensitive environment Emotionally intelligent, reliable, and mission‑driven Benefits Hourly rate: $17.81 per hour Free studio hours 33 days annual leave (36 days with length of service, pro‑rated for part‑time, inclusive of federal holidays) 2 duvet days to pause 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! Although this is a remote role, we will only be hiring in California or New York and you must have the correct documentation to work in those states. This is a non‑exempt at‑will position subject to U.S. employment verification. #J-18808-Ljbffr