Support Specialist: UK - FT Perm Company Description From one tiny Santa Monica office in 2014, we now have offices in 15 major cities worldwide, delivering 100% YoY revenue growth in recent years. In this short time span, we have developed some of the most progressive teams and technologies and continue innovating how B2B music is researched, discovered, created, and transacted. With these capabilities, we've helped our clients grow their businesses and foster positive brand affinity with their respective audiences - all through the power of music. Our clients include Google, Adidas, Netflix, VRBO, Fenty, and many more. We're thrilled to celebrate their success and are proud our efforts have been recognized across the creative industry. Our teams regularly receive top awards such as Cannes Gold Lion, D&AD, Clios, Music and Sound Awards, London International Awards, Transform, and more. And yet, our work is far from done. We will continually challenge ourselves, question, and strive for excellence…. All done with a shared love of music and technology and changing the industry for good. Job Description We are looking for a Support Specialist to come on board and join our team. The Support Specialist will be responsible for addressing a range of enquiries from Songtradr's global user base, made up of music rightsholders, fans and buyers of music. You are willing to spend the majority of your day crafting helpful messages because you, like us, believe that customer support is a critical business function as powerful as any product feature. Indeed, you're not looking for a traditional customer support role, you're looking to learn, grow, and contribute in meaningful ways to the global music community Main Job DutiesYour role would include, but not be limited to the following: You use your expert knowledge of the Songtradr product portfolio to field enquiries from an amazing customer base of artists, labels, fans and buyers of music. You follow, review, and test new product developments to stay several steps ahead of potential support issues. You will perform analysis on common problems to identify, report, and correct usability snags. You will own our help documentation and internal processes to improve the user experience and reduce the support team's caseload. Desired Skills & Experience You have at least 3 years of customer support work under your belt in a SaaS setting. Ideally, that experience was gained in a marketplace software company. You live in the UK and are willing to work standard US business hours during the training period (around 8 weeks). After the training period is over, your workday will need to accommodate reasonable overlap with US business hours due to the collaborative nature of the role. Your writing is clear, concise, empathetic, and 99.9999% of the time typo-free. Your grammar is impeccable. Full stop. You can retain an enormous, ever-changing set of specific details, and live for the little blast of dopamine that comes from connecting the pieces. You are familiar enough with HTML/CSS/JavaScript to know when opening your browser's page inspector will be especially illuminating Personal Attributes You love music and are passionate about Songtradr's mission to increase the value of music for all You are organised and effective at time management You love working in a fast-paced environment and enjoy multitasking How You'll Fit Songtradr's Culture CONSCIOUSLY COLLABORATIVE: You understand 'team' and collaborate with kindness and respect HUMBLY CONFIDENT: You're confident but are never arrogant DILIGENTLY DRIVEN: You're self-motivated, hard-working, and get results INNOVATIVE SOLUTIONS: You're positive, open, and passionate about finding innovative solutions GOOD BUSINESS FOR ALL: You do what's good for the business Perks of the Job Flexible remote/hybrid work dependent on role Health care benefits About Songtradr You are welcome at Songtradr for who you are, no matter where you're from, what you look like, or what's playing in your headphones. Our platform is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be brilliant. So bring us your personal experience, your perspectives, and your background Since our launch in 2016, we have always been driven by our love for music and our intention to bring positive change to the industry. Today, that intention remains. We aim to continue the journey of unlocking the potential of human creativity through conscious innovation.