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- Tasks: Assist customers and musicians with bookings and provide top-notch support.
- Company: Join Encore Musicians, a leading platform for booking live music.
- Benefits: Earn £14 per hour, work remotely, and gain valuable experience.
- Why this job: Make a real impact by helping create unforgettable live music experiences.
- Qualifications: Customer support experience and excellent communication skills required.
- Other info: Flexible weekend shifts with potential for additional hours during peak times.
The predicted salary is between 11 - 16 £ per hour.
Encore Musicians is a company that was acquired by Mixcloud at the end of 2024, and we are proud to be one of the world’s leading online platforms for booking live musicians, bands, and DJs. Over the years, we’ve helped over 50,000 clients bring live music to life’s biggest moments, from weddings to corporate events, and more. We’re passionate about supporting musicians and have helped them earn millions of pounds through Encore gigs. By joining Encore, you’ll be joining a bright, friendly and ambitious team on a mission to bring more great live music into the world.
The Role
We’re looking for a new Weekend Customer Support Specialist to join the Encore team on a part-time basis and help us deliver a best‑in‑class level of service to our customers all over the UK. Most of the events our musicians are booked for happen between Friday and Sunday, and our Weekend Support Specialists are there to ensure we are able to deliver incredible customer service when it matters most. In this role, you will be the person an Encore customer or musician speaks to over live chat, email and on the phone whenever they have questions about one of their bookings. You will also be on hand to help prospective customers find the perfect musicians for their events. We pride ourselves on giving our customers an exceptional level of service, and you will be making a direct impact on Encore’s success and reputation by helping dozens of customers every week when they have questions for us, and putting their minds at ease in the run‑up to some of the biggest events of their lives.
We’re looking for someone with experience in a customer support role, and ideally with experience in a small team or startup.
Freelance: £14 per hour
Location: Remote
Schedule: Split into 4 hour shifts and allocated depending on availability from Friday 5 to 9pm, Saturday: 9am to 9pm and Sunday: 9am to 5pm. Some additional shifts during the week may also be available during busier periods (June‑September).
What You’ll Do
- Assisting customers and musicians with any last‑minute queries and issues related to a booking
- Resolution of customer support tickets within Intercom
- Answering inbound phone calls
- Escalation and handover of customer issues and complaints to the appropriate team members
- Assisting customers with enquiries related to their booking
- Assisting customers looking to book a musician
Outstanding customer service skills
Excellent verbal and written communication skills
Ability to organise and prioritise workload
Attention to detail in a fast‑paced environment
Ideally, you’ll also have some or all of the following:
- Experience using support software, such as Intercom or ZenDesk
- An understanding of the events industry and how people book suppliers
- Good numerical skills
Customer Support (Part Time Weekends) - Encore Musicians employer: Mixcloud
Contact Detail:
Mixcloud Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support (Part Time Weekends) - Encore Musicians
✨Tip Number 1
Get to know Encore Musicians inside out! Familiarise yourself with their services and the types of events they cater to. This way, when you chat with customers, you can provide tailored advice that shows you really understand their needs.
✨Tip Number 2
Practice your communication skills! Since you'll be interacting with customers over live chat, email, and phone, it’s crucial to sound friendly and professional. Try role-playing scenarios with friends or family to build your confidence.
✨Tip Number 3
Show off your problem-solving skills! Think about common customer issues and how you would resolve them. Being able to demonstrate your ability to handle tricky situations will make you stand out during interviews.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Support (Part Time Weekends) - Encore Musicians
Some tips for your application 🫡
Show Your Passion for Music: When writing your application, let your love for live music shine through! Mention any experiences you've had with events or musicians, as it shows us you're genuinely interested in what we do at Encore.
Tailor Your Application: Make sure to customise your application for the Customer Support role. Highlight your relevant experience and skills that match the job description, so we can see how you'd fit right into our team.
Be Clear and Concise: We appreciate straightforward communication, especially in customer support. Keep your application clear and to the point, showcasing your written communication skills while ensuring we can easily understand your qualifications.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the process smoother for everyone involved.
How to prepare for a job interview at Mixcloud
✨Know the Company Inside Out
Before your interview, take some time to research Encore Musicians and its mission. Understand their role in the live music industry and how they support both customers and musicians. This knowledge will help you answer questions more confidently and show your genuine interest in the company.
✨Showcase Your Customer Support Skills
Since this role is all about customer support, be ready to share specific examples from your past experiences. Think of situations where you resolved issues or provided exceptional service. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your skills effectively.
✨Prepare for Common Scenarios
Anticipate questions related to handling difficult customers or last-minute booking changes. Practice your responses to these scenarios so you can demonstrate your problem-solving abilities and calm demeanour under pressure. This will show that you're ready for the fast-paced environment at Encore.
✨Ask Thoughtful Questions
At the end of the interview, have a few questions prepared to ask the interviewer. Inquire about team dynamics, the tools they use for customer support, or how success is measured in this role. This not only shows your enthusiasm but also helps you gauge if the company culture aligns with your values.