Customer Support Specialist

Cutting Edge Music Tech - On-Demand Vinyl Records

We are seeking a Customer Support Specialist to help us revolutionise the physical and digital music industry. The company has invented a new technology to produce on-demand vinyl records and built a web platform for music creators to create and sell their product worldwide via our store. We are working with the leading record labels, streaming services, digital service providers, distributors, and iconic global artists who are keen to partner with us to build a global solution for physical media. It is our mission that any music creator, big and small, will have frictionless access to offer vinyl and CD to their fans via our innovative solution and planned production/fulfilment centres in Europe, USA and Asia.

The vinyl market has been growing on average more than 20% year on year over the last 16 years, more than doubling since 2020. In Japan it grew 40% last year and even CDs are growing for the first time in two decades. Over 30 million creators are releasing their music online today while they are growing 30% a year and represent the fastest growing segment in music. Most of them would like to have their music on vinyl or CD for their friends & family and especially their fans. elasticStage will provide them easy and affordable access via its unique and scalable on-demand tech.

This is an exciting opportunity for a passionate and experienced Customer Support Specialist to ensure our customers receive exceptional service. As the Customer Support Specialist, you will ensure that our customers receive timely, effective, and empathetic support. This role requires a customer-centric individual with excellent problem-solving skills, the ability to manage and create a process, and a strategic approach to improving customer support processes.

Come join us and help scale a fast-growing, high profile industry disruptor! 

Responsibilities:

• Customer Experience: Ensure that all customer interactions are handled professionally and efficiently. Strive to exceed customer expectations and enhance customer satisfaction and loyalty.
• Process Improvement: Continuously evaluate and improve support processes to enhance efficiency and effectiveness. Implement best practices and new technologies to streamline operations.
• Escalation Management: Handle complex and escalated customer issues, ensuring timely resolution and maintaining a positive customer experience.
• Cross-Functional Collaboration: Work closely with other departments, such as Product, Sales, and Marketing, to ensure customer feedback is incorporated into product development and to improve overall customer experience.
• Documentation and Training: Develop and maintain comprehensive documentation, including FAQs, guides, and training materials. Ensure the team is well-equipped with up-to-date resources.
• Customer Insights: Gather and analyse customer feedback and insights to identify areas for improvement and innovation. Use this information to drive strategic decisions.
• Reporting: Provide regular reports to senior management on customer support performance, trends, and areas for improvement.

• Bachelor’s degree in Business, Communications, or a related field.
• Proven experience as a Customer Support Specialist or similar role, preferably in a start-up or fast-paced environment.
• Strong problem-solving abilities and a customer-centric mindset.
• Exceptional communication and interpersonal skills.
• Experience with Zendesk (we use it currently), although we are open to other tools or suggestions.
• Ability to analyse data and generate actionable insights.
• Strong organisational skills and the ability to manage multiple tasks simultaneously.

• Industry-Leading Salary Package: Enjoy a highly competitive salary package that rewards your expertise and hard work.
• Generous Paid Holiday: Take advantage of 25 days of paid holiday to relax and recharge.
• Comprehensive Pension Scheme: Secure your future with our robust pension scheme.
• Convenient On-Site Parking: Benefit from hassle-free on-site parking.
• Cutting-Edge Tech Office Environment: Work in a modern, tech-driven office environment equipped with the latest tools and technology.
• Medical Insurance: Protect yourself with our comprehensive medical insurance plan.
• Free Snacks and Beverages: Enjoy free snacks and beverages to keep you energised throughout the day.

Work Location 

• Enjoy a hybrid work model with the flexibility to work from home, while spending at least 2 days a week in our vibrant Elstree office (WD6) during the first year, with a future transition to our exciting new Central London location.