Udio Customer Support 10-hour/week contract position
About Udio:
Udio builds AI tools to enable the next generation of music creators. We believe AI has the potential to expand musical horizons and enable anyone to create extraordinary music.
Learn more at https://www.udio.com/about-us.
Location: Full remote, with no expectations of travel or in-office time
Compensation: $35 USD per hour, starting at 10 hours per week and possibly increasing to 15 depending upon support load and mutual interest. This is a 1099 contractor role (not eligible for benefits).
Description of role
- Mostly answering incoming written inquiries, typically around 150 per week; these are primarily straightforward account and service support requests, with a lighter mix of notes from aspiring partners, job seekers, researchers, and others.
- Examples: “I can’t sign in to my account”, “I’d like to invest in Udio”, “I want a refund”, “How do I…?”, and “I’ve written a 42 page treatise with heartfelt feedback…”
- The key here is prioritizing, then efficiently and empathetically tackling responses.
- Some reporting might also be requested, using both gut-sense and built-in dashboards to succinctly summarize trends and potential team action items.
- The core values of this role are efficiency and respect… answering tickets in a timely and swift manner while fully respecting both the people contacting us and the Udio team members you may engage with as part of escalations. Furthermore, our space – music & technology – is one that engenders strong emotions, so we also prioritize communicating with empathy.
- You’ll be reporting to and primarily engaging with the Head of Operations, who is committed to providing thoughtful onboarding and ongoing feedback.
Timeline and work schedule
- Must be available to commit 10 hours per week starting Monday, August 11, 2025.
- Available hours may increase, with some variability, to 15+ per week depending on mutual interest, product launch timelines, support load, and other factors.
- Work hours are generally flexible, but note that our core team is in New York and our Head of Operations is in California; given this, at least half of your working hours should be between 1-4pm ET Monday-Friday.
Other requirements
- Access to a Mac or Windows computer with reliable internet access
- Strong written English fluency
- Familiarity with Google Workspace (Gmail, Calendar, Docs, Sheets)
- Prior experience supporting customers
- Comfort in using or quickly learning to use online tools such as Intercom (our support tool), Notion (knowledgebase), Slack (team communications), Stripe (payments processing), and so on.
Top candidates may also have experience with…
- Crafting actionable reports (e.g., support trends, top 3 user pain points, etc.)
- Customer support / help desk tools such as Intercom or Zendesk
- Generative AI tools (ChatGPT, Midjourney, Runway, etc.)
- Music-making or music-production (even as just a hobby)
We’ll be personally reading each application and reaching out to those we feel might be an especially good fit.
Thank you for your time and interest!
