Platform Support Advisor

Resident Advisor has been a home for electronic music culture since 2001. Event discovery, ticketing, news and long-form editorial, artist profiles, original films, and a weekly mix series two decades deep. Around 7 million people use the web platform every month, with a wider audience across our apps and other channels. Underneath the platform sits a network of contributors and city managers across dozens of cities, which is how we stay connected to the scenes we cover rather than reporting on them from a distance. RA is 25 years old, independent, B Corp certified and intent on being indispensable to the artists, promoters and audiences who make this culture.

Purpose of the role

This entry-level position, based in Mexico City, supports our Support team locally and around the world to maintain industry-leading service levels. The Platform Support Advisor plays a vital part in the team's daily operations, providing day-to-day support and administration for promoters and customers.

Responsibilities

• Respond to customer ticketing queries and resolve ticket issues.
• Assist promoters with event and payment-related queries.
• Maintain the ticketing administration system.
• Identify and flag potential fraudulent transactions using fraud detection software.
• Support local partnerships managers, including the CDMX Partnership Manager, with ad hoc tasks.
• Approve and maintain artist, label and venue pages.
• Respond to artist and label queries.
• Handle customer disputes and chargebacks.
• Assist with local festival door logistics.
• Support the management of the CDMX office.

Who we are looking for

• A track record of effective communication.
• A passion for and understanding of electronic music culture.
• Alignment with RA's values.
• Fluency in both English and Spanish.
• Based in Mexico City.
• Previous experience in customer or client service, or the ticketing industry, is highly desirable.

What we offer you

The following benefits are drawn from RA's job spec template and should be confirmed for Mexico before publication:

• Annual leave policies aimed at promoting work-life balance.
• Staff wellbeing initiatives and workplace programmes to support mental and physical health.
• Company-led social events, team lunches and discounts on merchandise.
• Paid annual volunteering allowance for community projects and charities.
• A transparent company culture committed to diversity, equity and inclusion.
• Involvement in community projects within electronic music.

More about RA

We are independent and we intend to stay that way. 25 years in, RA answers to the culture it came from rather than to outside stakeholders. That is what enables us to make decisions on a long-term basis.

Our staff, contributors and international teams are not observers. They are part of the scenes we cover, and that is what we hire for. Craft first, and then a genuine stake in this music rather than just a job in it.

RA has been B Corp certified since 2024, which holds us to standards on social and environmental impact we would want to meet regardless of the badge.

We especially welcome applicants from diverse backgrounds, abilities, ethnicities, experiences, gender identities and sexual orientations.

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 is a permanent role based in Mexico City. The annual salary range for this role is 390,000-400,000 MXN Office working arrangements and salary pay period are to be confirmed. If you have questions about the role, please contact work@ra.co.

The listing will be open for a minimum of two weeks from the 6th Novemeber. Please add work@ra.co to your contacts and check your junk/spam folder for emails from us.