Offer summary

Qualifications:

Experience in high-volume customer support is essential., Familiarity with music studio equipment such as DJ decks and production setups is required., Strong communication skills, with a calm and empathetic demeanor, are necessary., Proficiency with support tools like Zendesk and Slack, along with fast typing skills, is important..

Key responsibilities:

Provide fast and accurate support to artists via chat, email, and phone.

Resolve technical issues related to live sessions and equipment.

Monitor safety and escalate emergencies as the after-hours operations lead.

Support internal teams and address studio or system issues as they arise.

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.

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