Product Support Specialist - 6 Month FTC

ABOUT MIXCLOUD

Mixcloud is a music streaming service that enables creators to legally live stream and upload mixes, radio shows and original tracks for free, so they can organise their music in one place. We build tools to help DJs, radio hosts, musicians and producers build an online community, reach a wider audience and make money from music.

Championing music lovers, we’ve created an environment where every genre, scene and grassroot movement can thrive without fighting algorithms. Millions of creators, curators and cultural tastemakers from around the world are using our platform to share music and form meaningful connections.

We’re aiming for a world where people who care about music can connect deeply, beyond the algorithm, human to human.

Our community of listeners and creators are the heart of the platform, and we pride ourselves on delivering an exceptional Support experience for them. 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.

THE ROLE

Reporting to our Senior Product Support Specialist, you will provide accurate, thoughtful, and fast responses to our community, to help them get the answers they need.

You will be a natural problem-solver who consistently takes the initiative to identify problems, thoroughly investigate issues, and action escalations promptly, providing efficient service and contributing towards product improvement.

We’re looking for someone with email support experience who is technically minded and empathetic. You’re a people person and a strong, adaptable communicator who genuinely enjoys educating and interacting with customers, and going above and beyond to help resolve their queries.

The role is a 6-month fixed-term contract and will suit applicants that are available immediately for work.

Requirements

WHAT YOU WILL DO

• Investigate and resolve customer queries via Zendesk, within team SLAs.
• Proactively identify and monitor recurring issues and trends reported by our users.
• Reproduce and ticket reported issues and liaise with developers for further investigation.
• Review and action the removal of terms-violating content from the platform.
• Consistently action notices for DMCA, GDPR and other business requirements.
• Monitor and respond on the app stores, social media, forums etc to ensure we are on top of our customer needs.
• Assist in keeping our public knowledge base and macros up to date with product releases, focusing on user education and making technical information accessible.

WHO YOU ARE

• Excellent English language skills, with an emphasis on clear and concise writing skills.
• Experience working within a customer support environment, preferably through email or live chat.
• You have a demonstrated track record of handling a high volume of work/support tickets via email and other channels. You work efficiently and to a high standard.
• You’re an innate problem solver - you are investigative, decisive and thorough. You will take joy in solving issues and identifying workarounds to help users.
• You’re tech-savvy and keen to become a product expert, with a hands-on approach to learning about new features.
• You are self-motivated, proactive, adaptable, and have excellent prioritisation skills.
• You can build rapport with ease with internal and external stakeholders. You know how to turn an unhappy customer into a happy one, and you can communicate feedback internally with candour and kindness.

IT’S A BONUS IF:

• You have experience using Zendesk and other ticketing systems.
• You have an interest in audio, streaming, tech, music and culture.
• You are multilingual.

HOME OFFICE REQUIREMENTS:

• A high-speed and stable internet connection
• 5 years old or newer computer (for a sufficient processor)

Benefits

We have a remote-first work culture, although we still have an office in London (Brick Lane) available for anyone to use. This includes an onsite cafe and access to cultural events; Weekly members’ drinks, Monthly Tea @ 3, and Monthly Community Lunch. Weekly wellness events (yoga, meditation boxing etc). We’re a culturally active bunch, with many of us pursuing our passions as DJs, radio hosts or creatives.

We cater weekly lunches and host quarterly team onsites and social team mixers. We offer a great benefits package that includes generous holiday, flexible working, a healthcare plan.

Mixcloud is committed to being a diverse and inclusive workplace. We encourage applicants of different backgrounds, cultures, genders, experiences, abilities and perspectives to apply. All qualified applicants will receive consideration for employment without regard to race, colour, national origin, religion, sexual orientation, gender, gender identity, age, physical disability, or length of time spent unemployed.