Customer Support Representative
Soundtrack
Full time
Customer Support
United States
Hiring from: United States
About Us
Soundtrack is a B2B scale-up company providing music streaming services for businesses. We serve small customers like the café around the corner, and much bigger brands like Joe & the Juice, Toni & Guy and TAG Heuer. On the inside, we're a bunch of talented, motivated and humble designers, engineers and music experts. We believe in product-led growth, where the product is the primary driver of customer acquisition, conversion and expansion.
The Role
We’re looking for a driven, empathetic, and relationship-focused Customer Support Representative to join our team. You'll be the reliable sidekick for our customers, helping with everything from getting started with our service to troubleshooting technical and hardware issues, handling payments, and answering music-related questions. You'll work closely with other teams to make sure our customers have a top-notch experience. This is a remote role, but we'd prefer you to be based in the New York area.
Responsibilities
You're a passionate, customer-focused superstar who thrives on making people's day and solving their problems. You take ownership and are skilled at managing your time, even in a fast-paced environment. You're a true team player who knows that together, you can accomplish anything. You’re results-driven, persistent, and empathetic. You have excellent written and verbal communication skills and genuinely care about providing the help customers need. We want you to feel excited about growing with us, so we offer a role that encourages you to learn and develop. You’ll be part of a team of positive, driven people who always have each other's backs.
Requirements
US, preferably in the New York area.
Compensation
Salary: $43,000–$52,000
The salary range shown is shared in accordance with local requirements and reflects a possible salary for this position. Actual compensation may vary, either above or below the range, based on factors such as your experience, location, and background. We assess each candidate individually and tailor our offer based on your qualifications and the value we believe you’ll bring to the role.
At Soundtrack, we believe that diversity fuels creativity and innovation. We're committed to building a team that reflects a variety of backgrounds, perspectives, and experiences. We welcome applications from individuals of all races, ethnicities, genders, ages, abilities, religions, sexual orientations, and identities.
We reserve the right to close this vacancy early if we identify a suitable candidate before the application deadline. To ensure consideration, we encourage you to submit your application as soon as possible.
Application Process
Please note that we only accept applications submitted via our career page and do not accept applications by e-mail.
Employment Terms
This position is for at-will employment, meaning either you or the company can end the employment relationship at any time, with or without cause, and with or without notice. Nothing in this job posting or any other company document constitutes an employment contract, and the company reserves the right to modify the duties, responsibilities, or terms of this position at any time.
We are committed to providing reasonable accommodations to employees and applicants with disabilities or for religious observances.
Soundtrack is a B2B scale-up company providing music streaming services for businesses. We serve small customers like the café around the corner, and much bigger brands like Joe & the Juice, Toni & Guy and TAG Heuer. On the inside, we're a bunch of talented, motivated and humble designers, engineers and music experts. We believe in product-led growth, where the product is the primary driver of customer acquisition, conversion and expansion.
The Role
We’re looking for a driven, empathetic, and relationship-focused Customer Support Representative to join our team. You'll be the reliable sidekick for our customers, helping with everything from getting started with our service to troubleshooting technical and hardware issues, handling payments, and answering music-related questions. You'll work closely with other teams to make sure our customers have a top-notch experience. This is a remote role, but we'd prefer you to be based in the New York area.
Responsibilities
- Provide first-class service and support to our customers via email, chat, and phone.
- Troubleshoot, problem-solve, and educate customers from around the world, specifically on commercial audio setups and technical questions.
- Update support articles, tutorials, and other materials.
- Act as the voice of the customer internally, ensuring their feedback is heard and acted upon.
- Collaborate with colleagues to deliver an excellent customer experience.
You're a passionate, customer-focused superstar who thrives on making people's day and solving their problems. You take ownership and are skilled at managing your time, even in a fast-paced environment. You're a true team player who knows that together, you can accomplish anything. You’re results-driven, persistent, and empathetic. You have excellent written and verbal communication skills and genuinely care about providing the help customers need. We want you to feel excited about growing with us, so we offer a role that encourages you to learn and develop. You’ll be part of a team of positive, driven people who always have each other's backs.
Requirements
- Previous experience in a customer-facing support role.
- Experience with troubleshooting technical issues, including commercial audio/hardware setups (e.g., loudspeaker systems, amplifiers, or other related hardware).
- Native-level or near-native English fluency, with strong written and communication skills.
- Strong problem-solving and organizational skills.
- Experience with CRM systems such as Zendesk, HubSpot, or Intercom is a plus.
- Based in the US, preferably in the New York area, to align with future team growth.
US, preferably in the New York area.
Compensation
Salary: $43,000–$52,000
The salary range shown is shared in accordance with local requirements and reflects a possible salary for this position. Actual compensation may vary, either above or below the range, based on factors such as your experience, location, and background. We assess each candidate individually and tailor our offer based on your qualifications and the value we believe you’ll bring to the role.
At Soundtrack, we believe that diversity fuels creativity and innovation. We're committed to building a team that reflects a variety of backgrounds, perspectives, and experiences. We welcome applications from individuals of all races, ethnicities, genders, ages, abilities, religions, sexual orientations, and identities.
We reserve the right to close this vacancy early if we identify a suitable candidate before the application deadline. To ensure consideration, we encourage you to submit your application as soon as possible.
Application Process
Please note that we only accept applications submitted via our career page and do not accept applications by e-mail.
Employment Terms
This position is for at-will employment, meaning either you or the company can end the employment relationship at any time, with or without cause, and with or without notice. Nothing in this job posting or any other company document constitutes an employment contract, and the company reserves the right to modify the duties, responsibilities, or terms of this position at any time.
We are committed to providing reasonable accommodations to employees and applicants with disabilities or for religious observances.
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