Product Support
Mixcloud, Albania
Job Description
THE ROLE
Reporting into our Product and Community Support lead in London, you will be the first point of contact for both our creators and listeners who have a query, problem, or feedback. This is a full-time contract role based anywhere in GMT/CEST.
Our community of listeners and creators are the heart of the platform, and customer experience is therefore very important to us. Our creator community is broad, deep and diverse; with over 1 million uploaders from London to Lagos to Los Angeles, crafting shows in many different formats.
An ideal candidate is someone who embraces problem-solving, will help escalate issues promptly and has previous live chat and email support experience. We’re looking for someone who is technically minded as well as empathetic. You will be a people person who enjoys interacting with customers and will be motivated to go above and beyond for them.
ABOUT MIXCLOUD
At Mixcloud, our purpose is to amplify culture and community. We operate a fair and legal audio streaming service that supports creators to share their passions. In 2020 we launched Mixcloud Live, which is solving real challenges for creators who want to stream legally and monetise online.
We are home to a unique catalogue of 50 million DJ mixes, radio shows and podcasts handcrafted by the world’s finest DJs, online radio stations and cultural tastemakers. Our mission is to get more fans directly supporting creators and build a more sustainable future for audio culture. We want to see a world where everyone can create sustainably and connect deeply. Beyond the algorithm, human to human.
Requirements
WHAT WILL YOU DO?
- Investigate and resolve customer queries in a timely manner
- Proactively monitor and spot any recurring issues, ticketing these for investigation by the developers
- Assist in keeping our public knowledge base and macros up to date with product releases
- Consistently action notices for DMCA, GDPR and other business requirements including the removal of terms violating content from the platform
- Monitor and respond on the app stores, social media, forums etc to ensure we are on top of our customer needs
WHO ARE YOU?
- Experience working within a customer support environment, preferably through email and live chat
- Excellent, clear and concise writing skills
- You have experience with ticketing systems and bug reporting
- You’re an innate problem solver - you are investigative and thorough. You will take joy in fixing problems for customers
- You’re tech-savvy - you pick up our product knowledge easily and utilise this to provide top quality support
- You are proactive and have excellent prioritisation skills
- You can build a rapport with ease and are able to turn an unhappy customer into a happy one
It's a bonus if:
- You have experience using Zendesk
- You have experience in Tier 2 support
- You have an interest in audio, streaming, tech, music and culture
- You are bilingual
HOME OFFICE REQUIREMENTS:
- High-speed internet
- 5 years old or newer computer (for a sufficient processor)
The role is an ongoing rolling contract and will suit applicants that are available immediately for work.
This role will require regular weekend working and occasional support out of normal working hours - i.e. evenings
Deadline to apply: 21/03/21
Benefits
We live the culture we champion. We’re a culturally active bunch, with many of us pursuing our passions as DJs, producers, radio hosts, promoters or creatives. Mixcloud is committed to being a diverse and inclusive workplace. We encourage applications of different backgrounds, cultures, genders, experiences, abilities and perspectives to apply.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical disability, or length of time spent unemployed.