Senior Product Support Specialist

  • Mixcloud
  • Hybrid (London, UK)
  • Jan 13, 2023
Full time Community Management Customer Service Product Manager

Job Description

THE ROLE

We are looking for a Senior Product Support Specialist to lead a small support team and also be the first point of contact for both our creators and listeners who have a query, problem, or feedback. You will work alongside the product management, engineering and design teams. This role has the opportunity for huge impact as we hope to improve and continue to build an efficient and friendly support team.

Our community of creators and listeners are the heart of the platform, and customer experience is therefore very important to us. Our creator community is broad, deep and diverse; with millions of uploaders from London to Lagos to Los Angeles, crafting shows in many different formats.

An ideal candidate is someone who resolves tier 2 support tickets, embraces problem solving, will help fix issues promptly, and has previous email support experience. We’re looking for someone who is technically minded as well as empathetic. You are a people person who enjoys interacting with customers and will be motivated to go above and beyond for them.

This is a permanent role based anywhere in the UK and will suit applicants that are available immediately for work. We would like this person to work 40 hours per week and this role may require support out of normal working hours - i.e. evenings and weekends.

ABOUT MIXCLOUD

Mixcloud exists to amplify DJ culture and community. We’re a fair and legal audio streaming service that supports creators. We also launched Mixcloud LIVE, which enables DJs and producers to stream legally and make money online. We’re home to a unique catalogue of 50 million DJ mixes, radio shows and podcasts curated by the world’s finest DJs, online radio stations and cultural tastemakers. Our mission is to build a sustainable future for creators. We want to see a world where everyone can connect deeply beyond the algorithm, human to human.

WHAT YOU WILL DO:

  • Investigate and resolve customer complaints and other tier 2 support in a timely manner
  • Ensure KPIs and SLAs are delivered across the team
  • Lead and manage the team, building on existing training and looking into new training opportunities
  • Proactively monitor and spot any recurring issues, looking for opportunities where we can make changes in processes or product and work with the product team to make sure those changes are implemented
  • Actively monitor and respond on the app store, social media, forums etc to ensure we are on top of our customers needs.
  • Consistently action the removal of terms violating content from the platform
  • Keeping our public knowledge base and macros up to date with product releases
  • Consistently action notices for DMCA, GDPR and other business requirements

WHO YOU ARE:

  • Experience working within a customer experience environment (3+ years)
  • You have experience leading and/or managing a team
  • You have experience with ticketing systems and bug reporting
  • Interested in audio, tech, music and culture
  • A self starter that can create processes to drive efficiency
  • Excellent, clear and concise writing skills
  • You will have worked with product teams before and have examples of changes that were made from feedback you provided
  • Innate problem solver - you will take joy in fixing problems for customers
  • Tech savvy - you pick up product knowledge easily and utilise this to provide top quality support
  • Think creatively about ways we can continually improve the service we provide to our customers
  • You can build rapport with ease and know how to turn a unhappy customer into a happy one
  • Bonus Points if you have experience using Zendesk

We have a remote-first work culture, although we still have an office in Brick Lane/ Spitafields available for anyone to use. We host mandatory team onsite meetings once a quarter in London.

We’re a culturally active bunch, with many of us pursuing our passions as DJs, producers, radio hosts, promoters or creatives. We cater weekly lunches and host social team mixers. We offer a great benefits package that includes generous holiday, flexible working, and a healthcare plan. We offer a culture of personal development and growth. We’re serious about encouraging our employees to develop their careers through goal setting, training and mentorship. Mixcloud also covers the cost of books.

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.