Manchester, UK
Full Time
28,000 – 32,000
Customer Support Specialist
📍 Location: Manchester (Hybrid)
💼 Salary: 28,000 – 32,000 per annum (depending on experience)
Join a Game-Changing Music Tech Innovator
Our client, a fast-growing technology company revolutionising the music industry, is seeking a passionate and experienced Customer Support Specialist to be a key player in delivering outstanding service across a global customer base. By offering artists the ability to create and sell on-demand physical music formats like vinyl and CDs through a digital platform, our client is transforming how fans connect with music—whether they're major label artists or just starting out.
This is an exciting opportunity for a customer-obsessed professional to join a company that's working with global icons, major industry players, and a rapidly growing community of independent creators. If you're ready to help scale an innovative platform that's shaping the future of music, this role is for you.
Customer Experience: Deliver timely, empathetic, and effective support to customers, ensuring an excellent experience at every touchpoint.
Escalation Management: Handle complex or sensitive customer issues with professionalism and care, ensuring swift resolution and ongoing satisfaction.
Process Optimisation: Identify opportunities to improve support systems and workflows; contribute to the development of new procedures for greater efficiency.
Collaboration: Partner with Product, Sales, and Marketing teams to relay customer feedback and influence product and service improvements.
Knowledge Base Management: Create and maintain helpful resources, including FAQs, user guides, and internal support documentation.
Insights & Reporting: Gather customer feedback, track performance metrics, and present regular updates to management on trends, challenges, and service levels.
Support Tools: Leverage tools like Zendesk or Freshdesk to manage queries, track issues, and ensure smooth customer journeys.
Experience in a customer support or client service role, preferably within a tech, music, or startup environment.
Excellent communication and interpersonal skills with a passion for helping people.
Strong problem-solving ability and a proactive, can-do attitude.
Proficiency in support platforms such as Zendesk (or similar).
Ability to analyse data and translate insights into actionable improvements.
Highly organised with excellent time management skills.
A Bachelor's degree in Business, Communications, or a related field is preferred.
💰 Competitive Salary: 28,000 – 32,000 per annum
🏖 25 Days Paid Holiday: Plus bank holidays
🧠 Comprehensive Medical Insurance
🏢 Modern Tech Office: A creative and collaborative work environment
🚗 On-Site Parking
🍏 Free Snacks & Beverages
💼 Pension Scheme: For long-term peace of mind
🏠 Hybrid Working: Flexibility with remote and in-office balance
If you're driven by innovation, thrive in a high-growth environment, and care deeply about customer experience, this is your chance to make a real impact in a company that’s redefining what’s possible in the music industry.