Customer Experience Advocate

Customer Experience Advocate
Salary: £35k
Job Type: Full-time, 6-month contract - April - October 2025
Location: London office, with hybrid working
Eligibility: You must be eligible to work in the UK

You will be responsible for providing excellent and timely customer service to our demanding clients. You will be a music technology enthusiast with a friendly, patient and engaging personality and excellent written and spoken English.

In addition to helping customers one to one, you will also write articles and tips and tricks relevant to the support you are giving with the intention of helping future customers that have the same problem.

You will also be responsible for ensuring that any relevant comments or reported bugs are entered into the appropriate reporting system, and keeping customers up to date with responses and fixes as they become available (when necessary). 

Key components

• Answer customer support enquiries via our Zendesk support centre, social media, live chat, or on the telephone in a friendly and courteous manner.
• Become and remain an expert in the use, installation, updating and maintenance of Spitfire Audio’s range of products.
• Maintain an awareness of what is being released, updated and discontinued from Spitfire’s range of products.
• Maintain and enhance articles on our customer support centre.
• At times of heavy customer load, report back to the CX Technical Manager so that support tickets are addressed in a timely manner at all times.
• Gather feedback from customers and ensure that it is passed on to the CX Manager.
• Keep track of fixes in progress and update customers when they become available.

Essential Skills

• Prior experience in a customer service or social media management role
• Attentiveness and empathy
• A calm, patient and courteous demeanour
• A broad knowledge of music technology
• A broad knowledge of general computer troubleshooting
• As a minimum you should be an expert in the use of at least one sequencer or DAW, and familiar with several virtual instruments
• Effective time management
• A willingness to learn
• A methodical approach to problem solving

About Us
At Spitfire Audio, our vision is to make the world sound exceptional. We are on a mission to bring the true character of sounds, instruments, and spaces to as many people as possible. As the leading creator of sounds and sample libraries for music makers, Spitfire Audio specialises in recording real instruments played by top musicians in the world’s leading recording studios to create the best sounding virtual instruments. Our products are developed in collaboration with groundbreaking partners, including exceptional composers, musicians, and recording studios. Users gain access to the sounds of iconic institutions such as Abbey Road Studios, AIR Studios, and the BBC Symphony Orchestra. Our products are utilised by music makers worldwide, with our sounds featuring prominently in 9 out of the top 10 Hollywood films, as well as numerous Oscar, Emmy, BAFTA, and César award-winning projects.

Apart from joining a wonderful team and friendly company culture, you'll have access to a range of benefits, including a Pension scheme, Private healthcare, including a range of pre-claim benefits, Life insurance policy, Income protection policy, WeCare 24/7 mental health support service, 25 days holiday a year plus UK Bank Holidays, Employee Benefit Membership Discounts, National Cycle to Work scheme, Health & fitness app ClassPass, and lots of Company social events