Community Support Specialist

  • SoundCloud
  • Berlin, Germany
  • Sep 12, 2019
Full time Operations

Job Description

This is a full-time role in SoundCloud’s Community Operations team located in Berlin.

As Community Support Specialist, you will work with our Listeners and Creators directly to help and enable them to have an incredible support experience when using SoundCloud. Your focus will be on providing customer support to the SoundCloud community, primarily via written channels (e.g. email) in English. 

The entire team supports all areas of the product and your focus will be on providing customer support to our community.

We help you become an expert in all areas of SoundCloud from troubleshooting to noting feature requests and help bring the voice of the customer to the full SoundCloud team. 

About You

You like to be the one who gets problems solved. You enjoy delving into the technical details to troubleshoot issues, find a resolution and help get reported problems with the site resolved promptly. You value the importance of excellent customer support, and are interested in acting as a passionate internal advocate for our diverse, growing community.

  • You have knowledge of current music, digital and industry trends.
  • You’ve previously worked in a customer service environment (min. 1 year experience, knowledge of Zendesk a plus) and thoroughly enjoyed it 
  • You’re extremely well organized
  • Others describe you as, tech-savvy and the go-to-person for solving user issues. 
  • You’re self-motivated (especially when encountering difficult situations), considerate, detail-oriented and know how to prioritize.
  • You take initiative and ownership, if it needs doing, you do it. 
  • You have a degree or equivalent, native-level English and your writing is clear and simple. Other languages are always a plus. 
  • You’re an active-listener with a strong desire to learn

If you’re excited about working with us on supporting the SoundCloud community we’d love to hear from you.

  • Please record a 2 minute audio message, upload it as a private track on Soundcloud.com and introduce yourself. Reflect on the points above and tell us why working on the Community Operations Team at SoundCloud is the perfect fit for you. Tell us how you can contribute to and improve our customer support framework
  • Use the timed comments to link us to your profiles on the web (your blog, Twitter, etc). 
  • Then apply with your resume and cover letter, including the secret link to the recording in your application.

Proofread! Make sure you spell and capitalize SoundCloud correctly. We are lucky to receive many applications for every position, so try to make your application stand out

Diversity at SoundCloud:

SoundCloud is for everyone. Diversity and open expression are fundamental to our organization; they help us build a social platform and global community where anyone can create, discover, and share sounds. We acknowledge the challenges in our industry, and strive to develop an inclusive culture where everyone can contribute.