We're hiring - Come help us with Customer Happiness! 😍

Applications for this position are now closed.

Our goal for 2020 is to make it even easier for artists and labels to publish their music to stores. We want to build more tools, integrate with more stores and develop relationships with a wide variety of company who can provide services to artists and labels. We're automating more of our operations to make reviewing releases easier and deliveries to stores faster however, there's one part of our company we don't ever want to automate - customer support.

We speak with hundreds of artists everyday. They give us feedback, ask questions about their music and raise issues they'd like to see resolved. At the moment, everyone chips into customer support however, now we feel like it's time someone owned support which is why we're hiring!

About the Job

You'll be responsible for providing customer support at SpareMusic. You'll take time to understand a customers needs, work out a strategy and take action! We provide all support via our in-app chat and email but you may also help us answer questions via Facebook, Twitter and Instagram. You'll talk with the stores we work with on a daily basis to flag issues and/or handle their requests. You'll help keep our help centre up to date, write canned responses for popular queries and communicate with the team when queries keep coming up.

You may help from time to time with reviewing releases or processing operational requests especially when things get a little crazy however, your  main responsibility is to make our customers happy. We don't have response time guarantees but like to ensure we respond to all questions and queries within 1 business day and like to get the issue resolved as quickly as possible.

You'll work 6 hours a day, 5 days a week.

About You

You don't necessarily need experience in the music industry, we'll teach you everything that you need to know. We're looking for someone who loves helping people, can write well and enjoys making complicated situations simple and painless.

You'll need to be able to read and digest information well as we read a lot of documentation that is often open to interpretation. You must be organised as you may be working on multiple things at the same time.

You must be a fluent English speaker and write to work with us to answer customer inquiries. We're a fully remote company so you'll need a quiet place to work but you can work anywhere in the world.

Your First Month

We'll hit the ground running on the first day. You'll get a shiny new MacBook Air and an external monitor. We'll give you access to everything you need and talk you through the basics. For the first few weeks you'll work alongside a member of our team to answer queries. We'll check everything that goes out to ensure it has the right tone and that the information is correct.

Once you feel confident and happy, you'll take the rains and run customer support. We support each other well and communicate frequently through Slack so help is only a few key strokes away!

How to Apply

Introduce yourself to us. Tell us why you want to work here, what you can provide and what your favourite genre of music is. We really care about why you want this job. There is no prize for being the first to submit and no additional credit is given for length. Keep it short, sweet and to the point.

Then, pick three of the customer questions below and answer them like you would if you work here. We don't care about the correctness of information right now and you can make whatever assumptions you want (just tell us what assumptions you've made), we just want to get an idea for your style and tone!

• I have an artist profile on Spotify already but my release is appearing on the wrong profile. Can I move this to the correct profile?
• How can I upgrade my plan?
• When do I get paid?
• My release isn't appearing on stores at the moment. Can you fix this please?
• My release is set to go live in a few days but it isn't showing in my upcoming releases.

Once you're ready to apply, send your introduction, support responses and your CV to jobs@sparemusic.com. We won't be reviewing applications until the application period has closed so don't expect a reply from us until then. We want to give everyone a fair chance to apply.

Applications will close February 14th at 5pm EST.