Experienced Customer Support Agent – Artist Support Associate

Join arenaflex, a leading provider of rehearsal and music facilities for artists, as we continue to revolutionize the music industry with our innovative approach to empowering artists and creators to succeed. As a Customer Support Agent, you'll be the lifeline for artists creating in our studios, ensuring smooth, safe, and inspiring experiences for all arenaflex artists.

About arenaflex

arenaflex 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. Our mission is to empower artists and creators to succeed by providing safe, inclusive creative spaces and cutting-edge technology. Music and tech are at the heart of everything we do, and we're passionate about creating a community that inspires creativity and innovation.

The Role

As a Customer Support Agent (also known as an Artist Support Associate), you'll be responsible for providing exceptional support to artists creating in our studios. This includes:

• Delivering fast, accurate support via chat, email, and phone
• Resolving live session issues, equipment concerns, and user errors
• Handling GDPR deletion requests and reviewing responses during downtime
• Monitoring safety, escalating emergencies, and making time-sensitive decisions
• Championing our tone of voice and artist-first approach
• Supporting internal teams and flagging studio or system issues as they arise

Shift Patterns

We're hiring for a few different shift patterns to ensure that our artists receive the support they need, 24/7. These patterns include:

• Pattern 1: Mon: 12-20:30, Fri: 08-16:30, Sat: 12-20:30
• Pattern 2: Mon: 18-02:30, Tues: 18-02:30, Sat: 15-23:30
• Pattern 3: Mon: 19-23:30, Tues: 15-23:30, Thurs: 19-23:30, Sun: 19-23:30
• Pattern 4: Mon: 08-14:30, Fri: 09-17:30, Sat: 09-16:30, Sun: 09-16:30
• Pattern 5: Fri: 19-23:30, Sat: 09-17, Sun: 09-17:00
• Pattern 6: Tues: 08-16:30, Weds: 8-16:30, Thurs 08-16:30

What We're Looking For

We're 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

What's in it for You?

We're offering a competitive salary with the equivalent hourly rate of £12.21 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

Why Join arenaflex?

At arenaflex, we're passionate about creating a community that inspires creativity and innovation. We're committed to empowering artists and creators to succeed, and we're looking for like-minded individuals to join our team. If you're passionate about music, tech, and customer support, we'd love to hear from you.

How to Apply

If you're interested in joining our team as a Customer Support Agent, please apply today. We're looking to fill this position quickly, so don't hesitate to get in touch.

Note

This is a mostly remote role, so you'll need to be comfortable working from home and using technology to stay connected with our team. We're excited to hear from you and look forward to welcoming you to arenaflex! Apply for this job