Support Specialist

Songtradr is the world’s largest B2B music technology company, offering end-to-end music licensing, rights management, and direct-to-fan solutions. Through strategic acquisitions like Massive Music and Bandcamp, Songtradr empowers music creators and enables brands to connect with audiences through the power of music.

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The Support team ensures Songtradr’s global community of music creators, brands, and partners receive timely, high-quality assistance. We manage both internal and outsourced resources to maintain a responsive, compliant, and customer-focused support function. Our team works cross-functionally to represent the voice of the customer, drive process improvements, and advocate for support needs in product development.

As a Support Specialist, you will address a wide range of enquiries from Songtradr’s diverse user base of music rights holders, fans, and buyers. You will spend most of your day crafting helpful, accurate responses because you believe — as we do — that customer support is as vital to our success as any product feature. This is not a traditional customer support role;

it’s an opportunity to learn, grow, and contribute meaningfully to the global music community.

• Use your expert knowledge of the Songtradr product portfolio to field inquiries from artists, labels, fans, and music buyers.
• Provide outstanding support to artists, rights holders, and fans, primarily via email channels.
• Follow, review, and test new product developments to anticipate potential support issues.
• Collaborate with product and engineering teams, making recommendations based on your domain expertise.
• Analyse recurring issues to identify, report, and correct usability problems.
• Own and update help documentation and internal processes to improve user experience and reduce caseload.

• At least 2 years of customer support experience in a SaaS environment, ideally in a marketplace software company.
• Exceptional writing skills — clear, concise, empathetic, and nearly error-free.
• Strong memory and attention to detail, with an ability to connect complex information quickly.
• Ability to troubleshoot issues, including those related to HTML, CSS, and JavaScript, and explain solutions in a user-friendly way.
• Experience working with AI support agents, and enthusiasm for shaping how automation handles a growing share of routine cases.
• Familiarity with support ticketing systems and customer service best practices.
• Experience with content moderation or compliance workflows is a plus.

It’s our compass and our passion. We champion creativity by putting artists, brands and fans first, balancing artistic integrity with bold commercial ambition.

United by purpose and trust. We aim high, knowing that collaboration, community, and doing it for the right reasons drives success for everyone.

We listen deeply and speak honestly. We value time, welcome diverse perspectives, and keep the rhythm of open, transparent communication alive.

Full time. What do you get in return? Inspiration, knowledge, career development, on top of our financial package. You’ll also be working with an international bunch of remarkable musically-infused individuals.

On this note, please know that Songtradr is an equal opportunities employer. Applicants will not be excluded on the grounds of sex, gender reassignment, pregnancy, maternity, race, marital status, diversity of thought, disability, age, religion, belief, or sexual orientation. And if you need any specific adjustments to be made throughout our recruitment process, please feel free to let us know.

We look forward to hearing from you!