Customer Support Specialist

???? Join Smart Noise as a Customer Support Specialist!

At Smart Noise (Upgrade to see actual info), we help artists and record labels monetize their music and grow their audience through cutting-edge tools and advertising integrations. As a Customer Support Specialist, you’ll be the go-to problem solver for our users, ensuring they get the most out of our platform.

This isn’t just a support role—it’s an opportunity to shape the customer experience, and be part of a fast-moving startup redefining the industry.

???? What You’ll Do

???? Support & Engage Users
Provide high-quality, empathetic support to artists, managers, and labels.
Troubleshoot platform technical issues and Meta-related concerns with precision.
Occasionally, offer one-on-one Zoom/Google Meet support sessions for complex cases.
Psst, are you really reading this application? Include the word "Milkshake" in your application message.

????? Master Smart Noise & Meta Business Suite
Become a product expert in Smart Noise’s software, ad platform integrations, and automation tools.
Use Meta Business Suite to audit campaigns, troubleshoot user issues, and guide users on best practices.

???? Manage Support Tickets & Operations
Use Intercom to track, manage, and resolve support tickets efficiently.
Handle billing and subscription requests in Chargebee (plan changes, refunds, trial extensions, etc.).

???? Create Educational Content
Write and update clear, helpful knowledge base articles for common user questions.
Record Loom video tutorials to make learning easier for artists.

????? Improve Processes & Solve Recurring Issues
Identify patterns in support tickets and work with the team to improve user experience.
Proactively suggest solutions that make Smart Noise even better for artists.

???? Tools You’ll Work With
Intercom – Manage support tickets and update the knowledge base.
Chargebee – Handle billing, subscriptions, and plan modifications.
Loom – Create instructional videos for troubleshooting and onboarding.
Meta Business Suite – A core part of the job. You’ll use it to troubleshoot ads, run audits, and assist users with Meta advertising.
Zoom/Google Meet – Provide personalized support calls and live training sessions.

???? Who You Are

? Must-Haves
Existing knowledge of Meta Advertising & Business Suite (mandatory) - You should understand campaign structure, best practices, and troubleshooting techniques.
Tech-savvy – You pick up new tools quickly and love solving problems.
Clear communicator – You can explain complex issues in simple terms, both in writing and on calls.
Empathetic & patient – You understand that artists may not be tech experts and love helping them succeed.

???? Bonus Points (Nice-to-Haves)
Music industry experience – While not required, a solid understanding of music marketing and industry trends is a plus.
Previous customer support experience – You’ve worked in tech, SaaS, or music marketing support before.
Experience with ad platforms beyond Meta (TikTok, YouTube, etc.).
Knowledge of Smart Noise or similar tools.

???? Why Join Smart Noise?
???? Competitive Salary – Get paid what you’re worth.
???? 100% Remote – Work from anywhere with a flexible schedule.
???? Part-Time Role – Work 10 to 25 hours per week, offering flexibility to fit your schedule.
???? High-Impact Role – Help shape the future of music marketing and be part of a fast-growing startup.