Community Support Specialist

  • SoundCloud
  • Berlin, Germany
  • Mar 27, 2024
Full time Communications Customer Service

Job Description

SoundCloud empowers artists and fans to connect and share through music. Founded in 2007, SoundCloud is an artist-first platform empowering artists to build and grow their careers by providing them with the most progressive tools, services, and resources. With over 375 million tracks from 40 million artists, the future of music is SoundCloud.

The Role

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

As Community Support Specialist, you will work with our Fans and Artists 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, as well as providing feedback to our Product teams.

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 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 apply with your resume and cover letter 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.

About us:

  • We are a multinational company with offices in the US (New York and Los Angeles), Germany (Berlin), and the UK (London)
  • We provide a flexible work culture that offers the opportunity to collaborate and connect in person at our offices as well as accommodating work from home
  • We are deeply committed to ensuring diversity, equity and inclusion at all levels of our organization and fostering a community where everyone’s voice, perspective and experience is respected and heard
  • We believe a strong team is made by investing in employees through mentorship, workshops, and enrichment opportunities

Benefits:

  • Interested in a gym membership, photography course or book? We have a Creativity and Wellness benefit!
  • Professional development allowance
  • Employee Stock Ownership Plan
  • Flexible vacation and public holiday policy where you can take up to 35 days of PTO annually
  • We offer free German courses at beginning, intermediate and advanced
  • Various snacks, goodies and 2 free lunches weekly at the office! 

Diversity, Equity and Inclusion at SoundCloud

SoundCloud is for everyone. Diversity and open expression are fundamental to our organization. With this foundation, we aim to build a social platform and global community for everyone to create, discover, and share sounds. We acknowledge the challenges in our industry and strive to develop an inclusive culture where individual contributions are valued. We are dedicated to creating an inclusive environment for everyone, regardless of gender identity, sexual orientation, race, ethnicity, migration background, national origin, age, disability status, or care-giver status. 

At SoundCloud you can find your community or elevate your allyship by joining a Diversity Resource Group (groups focused on people of color, LGBTQIA+ folks, and women). You may also participate in inclusive workshops, contribute to our Cultural Moments series, vote on organizations for the SoundCloud Community fund’s support, and more!

 >>> Click on Apply Now to be taken to the application page

Salary Range

Competitive, dependent on experience.