Customer Support Advisor

Location: UK or Greece, remote

Salary: Competitive, based on experience

Job Type: Full-Time

About Us

At Krotos, we are revolutionizing sound creation by making Hollywood-quality sound accessible to everyone. Our groundbreaking software, featured in blockbuster productions like Avengers and Game of Thrones, empowers creators to design high-quality sound faster and more intuitively. With our AI-powered platform, Krotos Studio, we're transforming sound creation into a seamless, accessible process. As a fast-growing, remote-first company, we are pushing the boundaries of creativity and innovation in content creation. Join us in shaping the future of sound and content creation.

Role Overview

We're looking for a Customer Support Advisor who enjoys helping people, understands audio workflows, and can deliver clear, friendly, and effective support.

You'll be the first point of contact for our users — solving technical issues, answering product questions, and ensuring every customer gets the most out of their Krotos tools.

Objectives

• Ensure customer satisfaction and success with our products, empower end users to get the most out of their Krotos products
• Identify opportunities to up-sell and cross-sell through customer service,
• Provide top quality technical support to customers with issues with their software
• Represent Krotos core values to customers

Responsibilities

• Respond to customer enquiries over Zendesk, email, social media and conference calls
• Respond to both technical and sales enquiries
• Provide prompt responses to a volume of email enquiries
• Building relationships with Krotos' customer base
• Identify customers' needs and demonstrate effective problem-solving techniques
• Work with development team to track and identify issues in products
• Assist in Quality Assurance (QA) for products and website as required
• Maintain and develop on-going customer support procedures, in collaboration with Sales and Marketing and Web Development
• Perform regular tests on Krotos products on various Digital Audio Workstations
• Update FAQs on a regular basis

Required Skills & Experience

• Patience, attention to detail, methodical thinking
• Experience of dealing with the public or commercial clients
• Excellent written and verbal communication skills
• Appreciation of quality customer service
• Strong problem-solving skills
• Experience of audio workflows on both Windows and OS X
• Interest in audio tools, plugins and knowledge of audio industry trends
• Experience with a variety of cross-platform, industry-standard pro-audio tools (e.g. Pro Tools, Logic, Ableton Live etc) and VST/AU/AAX plugins in general

Preferred Skills

• Interest in digital signal processing and game audio
• Experience with Unity, Unreal or game engines or audio middleware e.g. Wwise
• Willingness to bring forward creative ideas and contribute towards the company vision

Team Core Values

Inventive. Driven. Transparent. Our values define who we are and how we work:

• Honesty & Transparency – We communicate openly, share the truth even when it's difficult, and build trust through clarity.
• Team Player – We collaborate, support each other, and put collective success above ego.
• Problem Solver – We face challenges head-on and find creative, practical solutions.
• Open-Minded – We listen to others, consider different perspectives, and recognise the complexity of good decisions.
• Politeness & Respect – We treat colleagues and customers with courtesy and professionalism.
• Curiosity & Growth – We love learning, experimenting, and continuously improving.
• Data-Driven – We let insights and evidence guide our decisions, not guesswork.
• High Standards – We take pride in excellence and pay attention to the details that matter.
• Strong Work Ethic – We commit, follow through, and work hard to achieve ambitious goals.

What We Offer

• Competitive salary and benefits package.
• Private health insurance.
• Opportunities for professional growth and development.
• Flexible, remote working environment.
• Access to cutting-edge technology and tools.
• Exciting projects in a fast-growing, innovative company.

To Apply

Send your CV and a Cover Letter to explaining why you are the best candidate for this role, referencing the requirements above and including two to three brief examples of relevant results.

Note: All offers are subject to eligibility to work in the UK or Greece and satisfactory references.

At Krotos, we value diversity and are committed to fostering an inclusive environment. We encourage applications from candidates of all backgrounds. Reasonable adjustments are available throughout the application and interview process.

Job Type: Full-time

Pay: 1.00€ per year

Application Question(s):

• Provide a cover letter explaining why you are the best candidate for this role, referencing the requirements of the vacancy and including two to three brief examples of relevant results.
• Are you based in Greece and hold the full right to work there?

Language:

• English (Required)