Support Agent - Tier 1

Full Time | Jukebox Co. | US Remote Work | Support Agent - Tier I

JKBX (pronounced "Jukebox") is revolutionizing the music industry by offering fans, retail investors, and music lovers the opportunity to invest in music royalties at scale, all within a regulated marketplace. With a team of industry veterans and innovative thinkers, JKBX brings together exceptional songs from renowned artists and labels, allowing everyone to benefit from the power of music royalties.

We seek a dedicated and customer-focused Support Agent to join our team. As a Support Agent at JKBX, you will be crucial in providing exceptional customer service and technical support to our users. You will be responsible for promptly addressing customer inquiries, troubleshooting issues, and ensuring a smooth and satisfying user experience.

 
In your first twelve months at JKBX, you will: 

• Serve as the first point of contact for customers, delivering timely and professional support via various channels (email, chat, and phone).
• Respond to customer inquiries, troubleshoot issues, and provide accurate and helpful information.
• Guide customers through product features, functionalities, and processes, ensuring they understand clearly.
• Escalate complex issues to the appropriate teams and follow up to ensure prompt resolution.
• Maintain a comprehensive knowledge base of JKBX products, services, and industry trends to assist customers effectively.
• Proactively identify opportunities for improvement in our support processes and contribute to enhancing customer satisfaction.
• Document and track customer interactions and issue resolutions using our CRM system.
• Collaborate with cross-functional teams to address customer concerns, provide feedback, and contribute to product improvements.
• Stay updated on industry developments and product updates to assist customers better.

A little about you:

• Proven experience in a customer support or helpdesk role, preferably in a technology or SaaS company.
• Excellent communication skills, both written and verbal, with a friendly and empathetic approach.
• Strong problem-solving abilities, with keen attention to detail and the ability to troubleshoot technical issues.
• Patience and a customer-centric mindset, with a genuine passion for helping others.
• Ability to work effectively in a fast-paced and dynamic environment, managing multiple priorities.
• Familiarity with support ticketing systems and CRM tools.
• Proficiency in using productivity software and web-based applications.

• Flexibility to meet growing needs and work holidays or extra shifts as needed during high demand and volume

Extra Points: 

• Experience with the Broker-Dealer or Securities Laws 
• Familiarity with customer success platforms and CRM systems 

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Salary range

The base salary range for this role is $50,000-$60,000. The base salary range represents the anticipated low and high end of the salary range for this position. Actual salaries may vary and may be above or below the range based on various factors, including but not limited to work location, experience, and expected performance. The range listed is just one component of JKBX's total employee compensation package. Other rewards may include annual bonuses and short and long-term incentives. In addition, JKBX provides various benefits to employees, including health insurance coverage, life, and disability insurance, a generous 401K employer matching program, paid holidays, encouraged paid time off (PTO), and fertility and family planning support.

About JKBX 

Launching later this year, JKBX will bring to market billions of dollars of exclusively licensed catalog, making it the largest music rights platform. For the first time in music history, the fan, the artist, and the record label will be able to own a piece of the same song. In the same way someone today can buy stock in a tech company, they will be able to invest in their favorite song. For more information on JKBX, go to jkbx.com. 

Notable investors and shareholders include Galaxy, Valor, Maywic, as well as strategic music industry investors and many others. JKBX partners with top artists and catalogs, including some of the most popular songwriters and artists from the last 4 decades to today, but it is currently a secret. As we get closer to launch, we will start to reveal who they are to those on the waitlist.  

JKBX is an equal employment opportunity with a remote-first environment. We cherish diversity. Travel is required occasionally to meet in person and have fun, but you are otherwise working from your home office in your state of residence. 

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