Platform Support Advisor [1 year FTC]

Founded in 2001, Resident Advisor (RA) is one of the world's longest-running music media brands and a cornerstone of the dance, electronic and DJ ecosystem. The site's audience of over 6 million monthly users is drawn in by a combination of news, editorial, club listings and ticketing, RA-branded events at venues and festivals worldwide, original films and a weekly mix series that has run for 18 years. 

Purpose of the role:

This is an entry- to mid-level role based in Mexico City, supporting the team both locally and globally to help maintain RA’s high service standards. As a key member of one of RA’s most fast-paced teams, the Platform Support Assistant will handle day-to-day promoter and customer support, along with related administrative work.

Key responsibilities:

• Dealing with customer ticketing queries and resolving potential ticket issues
• Assisting promoters with event and payment related queries
• General upkeep of ticketing admin system
• Identifying and highlighting potential fraudulent transactions using fraud detection software
• Supporting local partnerships managers in ad hoc tasks
• Approval and upkeep of artist, label and venue pages
• Supporting the CDMX Partnership manager in ad hoc tasks
• Support the management of the CDMX office
• Responding to artist and label related queries
• Handling customer disputes and chargebacks
• Assisting with local festival door logistics 

We’re looking for:

• Track record of effective communication
• A passion and understanding of electronic music culture is fundamental
• Willing to align with RA’s values
• Previous experience in client/customer service or the ticketing industry is highly desirable
• Be based in CDMX
• Fluency in both English and Spanish is a must.

What we offer you:

• Generous annual leave policies aimed at promoting work-life balance.
• Flexibility in working arrangements, offering hybrid or remote work options based on role requirements and location. 
• Matching pension schemes and/or 401k.
• Comprehensive staff wellbeing initiatives, featuring regular activities and workplace programmes to support mental and physical health. This includes discounted Classpass memberships, and custom-fitted earplugs.
• Company-led social events, team lunches, and discounts on RA merch.
• Paid annual volunteering allowance, encouraging contributions to community projects and charities you care about.
• Regular company-wide Q&A’s with senior leadership, along with ongoing virtual educational training sessions for all staff.
• A transparent internal company culture committed to diversity, equity, and inclusion (see: https://ra.co/about/diversity).
• Active involvement in community projects within the electronic music community (see:  https://ra.co/about/community).

More about RA:

As an independent company run by devoted dance music enthusiasts, our mission is to bring together the world's electronic music communities.

We became B-Corp certified in 2024, which counts us among businesses leading a global movement for an inclusive, equitable, and regenerative economy and part of a community that meets high social and environmental impact standards.

We especially welcome applicants from diverse backgrounds, abilities, ethnicities, experiences, gender identities, and sexual orientations. We aim for our team to reflect the communities we engage with. We ensure everyone is valued and respected by actively promoting equality, diversity, and inclusion in our workplace.

Our values:

• Electronic music is art.
• We celebrate the progressive values that underpin electronic music.
• We advocate for a more inclusive and equitable electronic music community.
• We honour the past, present and future of electronic music.
• We use innovation to empower the community.
• We choose honesty over gain and purpose over profit.
• We're always front left.

This role is a 1 year full-time contracted role, and the expected salary range is $400,000 - $430,000 DOE. This listing will be open for a minimum of two weeks from the 5th of January 2026. If you have questions about the role, please contact work@ra.co. Please be sure to add work@ra.co to your contacts and check your junk/spam folder for emails from us.