Role Overview
Based in our Las Vegas headquarters, as a Customer Support Representative at Sound Stock, you’ll be the first point of contact for our rapidly growing community of musicians, podcasters, video editors, and game developers. You will handle everything from billing inquiries to technical troubleshooting, ensuring every user’s experience is seamless and satisfying.
Key Responsibilities
- Respond promptly to inbound support tickets via email and live chat.
- Troubleshoot audio playback, download, and account access issues.
- Process billing adjustments, refunds, and subscription changes.
- Maintain and expand our Knowledge Base & FAQ documentation.
- Collaborate with Engineering and Product teams on recurring bugs.
- Gather customer feedback to inform product improvements.
Qualifications
- 2+ years in customer support, preferably in SaaS or digital media.
- Excellent written and verbal communication skills.
- Strong empathy and problem-solving mindset.
- Experience with Zendesk, Intercom, or similar ticketing systems.
- Basic familiarity with audio formats (MP3, WAV, stems).
- Ability to excel in a fast-paced, on-site Las Vegas environment.
What We Offer
- Competitive salary and equity package.
- Flexible hours & vibrant office culture in Las Vegas.
- Comprehensive health, dental & vision benefits.
- Home office stipend & equipment budget.
- Generous PTO and holiday schedule.
- Professional development budget & team retreats.
How to Apply
Ready to help shape the future of audio? Send your resume and a brief cover letter explaining your passion for audio and customer success to apply@soundstock.careers.
Apply Now