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.
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:
WHO YOU ARE:
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.