Customer Support Associate

We’re Sofar Sounds, your global music community. We bring people together in unexpected spaces in over 400 cities around the world. We’re artists, music lovers and organisers. We’re a company of musicians for musicians.  We create, perform, listen and work to make intimate live music experiences that connect us all. Every show is focused on the artist.

THE ROLE

As a Customer Support Associate at Sofar, you’ll support and assist the Sofar community around the world remotely. You will report to our Senior CS Associate - supporting them and the wider Customer Support team to create an amazing experience for anyone that comes into contact with us. This is a remote role with set working hours:

Sunday 11:00 am - 5:00 pm EST

Monday 11:00 am - 5:00 pm EST

Tuesday 11:00 am - 5:00 pm EST

Sofar has worked with over 45,000 artists, hosted over 1,000,000 fans at shows around the world and engages with millions more online each month. You will be part of a music-adoring Community Support team who are passionate about creating an industry-leading culture that supports artists and introduces their music to new fans.

WHAT YOU’LL DO

• Serve as the first point of contact for Sofar audiences, including customers, artists and hosts via email and other channels

• Become a subject-matter expert in Sofar’s platform and event operations to provide exceptional support to users in a timely manner

• Develop and maintain knowledge base content to ensure accuracy, comprehensiveness, and clarity

• Support with writing FAQs, macros and other user-facing content

• Identify trends in customer inquiries and look for opportunities to improve our service 

• Work to meet team KPIs and to improve our user engagement and experience

WHO YOU ARE

• 1-3 years experience in customer support roles and community management

• Experience using help desk software and remote support tools, Zendesk is a plus

• Exceptional written and verbal communication and problem-solving skills

• Experience at a music or creative community-focused company is plus

DIVERSITY, EQUITY & INCLUSION

We are proud to have a global workforce and strive towards having a diverse workplace. We have an Equity Council, Employee Resource Groups and ongoing learning and development in this area - DEI is important to us and our culture.

PAY EQUITY

Our people and global communities are precious - we aim to treat them as such. At Sofar we feel strongly about the compensation and benefits that we provide across the board so that no matter your skill set or experience you’re paid fairly according to market rate.

HIRING JOURNEY

We’ll work with you closely to support you throughout the hiring process. If your CV/ resume shows that your skills and experience have synergy with the job description, then we’ll hop on a call to say “Hello” and to start getting to know one another.  If it’s not the right opportunity this time, we’ll always let you know. 

Typically our hiring process takes a maximum of 4 weeks end to end. You’ll be guided through the process by our Talent team and an interview panel of lovely humans who will give you support and feedback throughout - we’ll do our very best to create an interview environment that brings out the best in you and sets you up for success. 

If this sounds like you, we can’t wait to meet you - come on in.