Support Specialist
Songtradr Netherlands
VACANCY: FULL-TIME
Company Profile
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 MassiveMusic and Bandcamp, Songtradr empowers music creators and enables brands to connect with audiences through the power of music.
Learn more at songtradr.com.
Team
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.
Job Description
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.
Main Job Duties
- 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.
Desired Skills & Experience
- 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.
Our Three Core Values
Lead with Music
It’s our compass and our passion. We champion creativity by putting artists, brands and fans first, balancing artistic integrity with bold commercial ambition.
Perform as One Band
United by purpose and trust. We aim high, knowing that collaboration, community, and doing it for the right reasons drives success for everyone.
Own Your Voice
We listen deeply and speak honestly. We value time, welcome diverse perspectives, and keep the rhythm of open, transparent communication alive.
Employment
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.
If after reading this you know this is the perfect role for you, please apply via THIS LINK and make sure you include your resume and a brief summary of the professional achievement you are most proud of to date.
We look forward to hearing from you!
Skills Required
- At least 2 years of customer support experience in a SaaS environment
- Exceptional clear, concise, empathetic, and nearly error-free writing skills
- Strong memory and attention to detail
- Ability to troubleshoot HTML, CSS, and JavaScript issues
- Experience working with AI support agents
- Familiarity with support ticketing systems and customer service best practices
- Experience in a marketplace software company
- Experience with content moderation or compliance workflows
What We Do
The world’s first data-powered, full stack, music licensing platform. We are a technology company that started as a garage band in a garage in 2014. Today, we connect music creators from all over the world with businesses of every size: from social media influencers to global companies. Our smart music solutions mix artistry and data to amplify the world’s leading brands. Whether you want a classic song or an awesome new tune, a global brand music strategy or a sonic identity, our smart music platform solves all your music needs. We work with brands, labels and catalogs, artists, agencies, UGC creators, and more, empowering them to engage, create, and amplify their content one note at a time. We power the world with music. With the acquisition of Big Sync Music in 2019, Song Zu and MassiveMusic in 2021, the Songtradr Group has become the largest network of music specialists for brands and advertising in the world. Thanks to our combined expertise, we offer a holistic music solution for brands and advertising agencies, ranging from strategizing the use of music and developing sonic identities for brands, to providing music creative, selection, and custom music creation, through to the negotiation and procurement of global hit songs for major advertising campaigns. Our approach balances the creative process with data-informed decisions providing clients with music-optimized content.
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