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Customer Support Specialist

EMEA

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 $350M 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 in supporting the BeatStars community. This role requires strong problem-solving skills, technical aptitude, and excellent communication, as you will work remotely while being a core part of our 24/7 global support team.

In this fast-paced role, you will collaborate cross-functionally with our various internal teams, ensuring smooth operations across a wide variety of customer inquiries. You will be responsible for troubleshooting technical issues, escalating complex cases, and contributing to process improvements while maintaining exceptional customer satisfaction (CSAT) scores.

Responsibilities:

  • Provide stellar support to our worldwide user base by solving up to approximately 60 tickets per day.
  • 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).
  • Maintain in-depth working knowledge of the company’s brands, systems, and processes.
  • Ensure customer data security and compliance with internal policies.
  • Efficiently manage support queues and meet SLA requirements.
  • Identify trends in customer issues, contributing to proactive solutions and process improvements.
  • Identify trends in customer issues, contributing to proactive solutions and process improvements.
  • Update the Help Center and contribute to ADA automation efforts to improve self-service options.
  • Document best practices, FAQs, and internal workflows to optimize efficiency.
  • Work closely with Product & Engineering teams to report bugs, refine features, and enhance automation.
  • Collaborate with Publishing, Legal, and CS teams to resolve publishing disputes, ownership evidence cases, and account verification issues.
  • Prioritize and categorize tickets based on urgency, complexity, and escalation needs.
  • Take ownership of personal goals and career development by participating in team training, knowledge-sharing sessions, and professional development opportunities.
  • 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.
  • 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 part of our department goals per quarter.

What You’ll Need

  • 2+ years serving on a global team supporting SaaS, publishing, or digital content industries (preferably in a remote environment).
  • Zendesk experience is a plus, but similar support ticketing systems experience can be a substitute.

Availability to work weekends as needed to meet business demands.

  • 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.
  • Adaptability & Resilience, comfortable working in fast-paced, evolving environments while maintaining high service quality.
  • Creative problem-solving. You like to address complicated challenges, cross-functional collaboration, and use 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 the 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 crises (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.

Bonus Points If You Have:

  • Experience in publishing, DMCA compliance, or content moderation.
  • Familiarity with BeatStars or similar digital music distribution platforms.
  • Knowledge of SQL, Metabase, or analytics tools to assess customer behavior and platform trends.
  • Background in fraud prevention, account security, or content rights management.

 

This role might be for you if:

  • You're smart, curious, empathetic, energetic, friendly, and polished with strong verbal and written communication 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 the ability to adjust to changes quickly and effortlessly. This 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:

  • Elite Tier Benefits Program - generous contributions towards medical, dental, and vision for employees and dependents
  • FSA/HSA
  • 20 PTO days (+5 Days at 4 years tenure) and Routine sick days
  • 10 Company Observed Holidays + 2 Floating Holidays
  • Async Daily Meditation Session
  • 8 weeks of parental leave paid at 100%
  • Company-sponsored Short Term Disability and Basic Life Insurance
  • Voluntary Benefits (LTD, Additional Life, and 401k) 
  • Flexible work hours
  • $70-month tech reimbursement
  • $30/month Wellness Program through JOON 
  • Company observed Self-Care Days (4x per year)
  • Virtual social events and a sense of community (even online)
  • Global Recognition and Anniversary Program
  • Plenty of opportunities while we grow and scale in a global environment
  • Access to On-Demand Learning Platform

 

Compensation:

This salary/OTE range represents the low, middle, and high end of the salary or OTE (Sales roles only) range for this position, and is subject to change. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. The range shared on JDs is a broad range to cover multiple regions. Candidates will be given a specific range based on their city/country during the initial phone screen. 

 

Salary/OTE is just one component of our total rewards package. All regular employees are also eligible for additional benefits and perks BeatStars has to offer.

 

Preferred locations to hire are the UK, Germany, and South Africa. The remote salary range for this role is as follows:

  • Germany - €41,500-€49,000 per year
  • South Africa - ZAR 438,000-515,500 per year
  • UK - £34,500-£40,500 per year

 

Salary will be hourly. The above is the targeted annual salary.

 

#BI-REMOTE

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