• Act as the point of contact for customers via email, phone, or chat; • Serve as the internal focal point for resolving customer-related challenges; • Triage incoming tickets and carefully analyze requests, assessing whether they need escalation to other teams and prioritizing urgency; • Manage internal communication to minimize response times to customers; • Assist with operational procedures related to implementing the platform for customers; • Build customer relationships through support activities, aiming to increase retention; • Propose improvements to internal processes and suggest actions that increase customer satisfaction and loyalty, based on support experience; • Work to evolve support processes through the use of AI.

Role Description Estamos ampliando nuestro equipo remoto y buscamos personas responsables para apoyar la coordinación y planificación de viajes para clientes. El puesto de Coordinador Remoto de Reservas y Atención al Cliente se enfoca en brindar asistencia en reservaciones, coordinación de itinerarios y atención continua al cliente dentro de un entorno profesional 100% remoto. Se ofrece capacitación estructurada y acompañamiento continuo. No es indispensable contar con experiencia previa en la industria de viajes; sin embargo, se valorará experiencia en atención al cliente, hospitalidad o ventas. - Apoyar a los clientes con la reserva de vuelos, hoteles, cruceros y paquetes vacacionales personalizados. - Comunicarse de manera profesional por correo electrónico, teléfono y chat en línea. - Investigar destinos, ofertas y opciones de viaje según las necesidades y presupuesto de cada cliente. - Preparar itinerarios de viaje personalizados y cotizaciones simples. - Resolver dudas sobre reservas y brindar soluciones de forma rápida y eficiente. - Mantener actualizados los datos de los clientes y los registros de reservas. - Asistir a sesiones virtuales de capacitación opcionales y mantenerse al día con las tendencias de viajes y promociones de proveedores. Qualifications - Excelentes habilidades de comunicación e interpersonales. - Actitud amable y profesional con gran atención al detalle. - Persona autónoma, organizada y capaz de trabajar de manera independiente. - Confianza en el uso de computadoras, correo electrónico y herramientas en línea. - Experiencia previa en viajes, hotelería, ventas o servicio al cliente es un plus, pero no es obligatoria. Requirements - Laptop o computadora de escritorio. - Conexión estable a internet de banda ancha. - Teléfono inteligente para comunicación y actualizaciones. - Espacio de trabajo tranquilo, adecuado para conversaciones con clientes. Benefits - Trabajo 100% remoto desde cualquier lugar. - Horario flexible que se adapta a tu estilo de vida. - Acceso a beneficios y descuentos exclusivos en viajes. - Capacitación completa y apoyo continuo. - Ambiente de equipo amigable y colaborativo.

• Handle high amounts of live chat and incoming emails • Identify and evaluate customers’ needs to deliver satisfaction • Provide accurate, valid and comprehensive information • Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution • Follow communication procedures, guidelines, and policies • Go the extra mile to engage customers

Role Description As an Artist Support Associate, you’ll play a key role in delivering consistently exceptional experiences to our Artists throughout their creative journey, from booking studio time to resolving technical issues during sessions. This is a fully remote role focused on handling lower-complexity, less urgent, support tickets and providing efficient, high-quality assistance via digital channels. You’ll also contribute to core operational tasks, helping streamline internal processes and supporting the wider Artist Support Team where necessary. Role Responsibilities - Develop a strong working knowledge of PIRATE’s offering, including product types, processes, services and equipment to maximise positive outcomes. - Resolve Artist enquiries through inbound channels including phone calls, live messaging and emails, whilst also managing internal requests and processing equipment and estate reports with a high degree of speed and accuracy. - Primarily responsible for managing Tier 1 - Information and Account Support, Tier 1 - Aftercare, and Tier 2: Level 1 tickets for live session enquiries. - Processing GDPR Deletions and responding to Google and NPS reviews during downtime. - Escalating more complex cases to Specialists or Team Leads whilst retaining strong ownership of interactions. Expected Behaviours - Role model Artist Support’s Mission Statement and Tone of Voice guidelines across all Artist-facing elements, demonstrating an intrinsic desire to deliver the best possible outcomes for our artists as well as other team members. - A strong desire to genuinely support Artists and uphold PIRATE.COM’s mission to create safe and inclusive creative spaces for everyone. - Approach all tasks with a solution-focused mindset and professional integrity. - Communicates with clarity, empathy and respect - both with Artists and colleagues. - Is proactive in flagging issues and sharing feedback, while maintaining accountability for their performance. - Shows deep commitment and reliability - arrives on time and completes tasks without prompting, and follows through on responsibilities. - Willingly contributes to a supportive, collaborative and growth-oriented team culture. Qualifications - Experience in a high volume customer support environment - able to juggle conversations, tickets and inbound calls while staying calm and maintaining accuracy. - Working knowledge of Audio Equipment - We need someone who’s worked directly with DJ, Rehearsal or Production equipment either as a professional or hobbyist. - Experience with tools like Slack, Zendesk, Intercom / Freshchat or any kind of CRM - we work with Zendesk, and we work quickly - we need someone who can hit the ground running, so fast typing skills are a must. - Experience of working in a time-sensitive environment - our Artists pay by the hour, their time is their money and their ability to enter a ‘flow’ state - we need to make sure they get there as quickly as possible. Benefits - An hourly salary of $17.81 per hour for 12 contracted hours per week. - Shift 1: LA: Sun 6pm–Mon 12am - Shift 2: LA: Mon 6pm–Tue 12am We are looking to fill this position quickly, so if you’re interested, apply today!