Customer experience specialist

Artlist is where the creative arts meet technology. If there’s one thing we all have in common, it’s a love of music and film, which is why we build innovative products to help global brands and individual creators make amazing videos.

We do this by giving them the best music, footage, sound effects, and templates around. We also revolutionized the industry with a radical new music licensing model that has since become the global standard.

Artlist is now the go-to platform for over 26M users worldwide. They range from top-tier global brands like Google, Apple, Amazon, Microsoft, and Calvin Klein to social creators, video editors, and more.

We’re looking for a Customer Experience Specialist with a rare blend of technical savvy, creativity, and exceptional communication skills to join our team. You’ll be the frontline of our customer experience—engaging with content creators around the world and helping them get the most out of our platform.

This isn’t your average support job. You'll work across departments, master our product inside and out, and use your own creative instincts to solve problems, advise customers, and impact the product directly. If you're the type who loves learning new tools, writing clearly, and helping creators thrive—you’ll love it here.

Wake Up For This:

• Help content creators from all over the world through email and online chat
• Become a master of Artlist and Motion Array, including music and film licensing, web troubleshooting, and more
• Use your own creativity to offer clear, practical solutions
• Collaborate with Product, A&R, Music, Creative, Footage, and other teams across the company

What You'll Do:

• Engage with customers via chat, email, and screen share to resolve issues and guide their success
• Connect customer goals and challenges to platform features and workflows
• Collaborate cross-functionally with Product, QA, and Engineering teams to escalate bugs and verify fixes
• Create internal and external documentation for our knowledge base
• Advise users on features, updates, and best practices
• Investigate complex issues with creativity and persistence
• Be a voice of the customer, providing feedback to help shape the best possible version of our product

You Bring These Traits:

• Ownership: You take responsibility and follow through with pride
• Curiosity: You're passionate about learning and researching solutions
• Solution-Oriented: You love finding answers and overcoming challenges
• Adaptability: You’re comfortable navigating new tools and unfamiliar issues
• Confidence: You question, suggest, and contribute thoughtfully
• Resilience: You handle setbacks constructively and keep growing
• Initiative: You’re proactive and resourceful, even in tricky situations
• Empathy & Communication: You connect well with people and explain clearly, kindly, and patiently

Why Join Us?

• Be part of a fast-growing company at the intersection of creativity and tech
• Work with a mission-driven team that values clarity, autonomy, and innovation
• Have a real impact on the product and user experience
• Collaborate with a wide range of creative departments
• Enjoy a flexible work environment and strong global support team

• English at a mother-tongue level — written and verbal 
• 2+ years of experience in customer-facing roles (SAAS)
• A descriptive and expressive writer who can communicate complex ideas clearly and with empathy
• Computer savvy – you pick up tools and systems quickly
• Experience with Adobe Premiere, DaVinci Resolve, and/or Final Cut is a big plus
• Knowledge of or passion for the video, creative, or AI industries is a strong advantage
• Familiarity with support platforms like Zendesk, Intercom, Salesforce etc., is helpful
• Motion Array user- An advantage