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- Tasks: Help our vibrant community by resolving queries and troubleshooting issues with our music platform.
- Company: Join Mixcloud, a leading music streaming service that champions creators and connects music lovers.
- Benefits: Enjoy remote work, flexible hours, generous holiday, and wellness events like yoga and meditation.
- Why this job: Be part of a diverse team that values creativity and makes a real impact in the music industry.
- Qualifications: Strong IT skills, customer support experience, and a passion for music and technology.
- Other info: Work in a dynamic environment with opportunities for personal growth and collaboration.
The predicted salary is between 21600 - 24480 £ per year.
Overview
About Mixcloud
Mixcloud is a music streaming service that enables creators to legally live stream and upload mixes, radio shows and original tracks for free, so they can organise their music in one place. We build tools to help DJs, radio hosts, musicians and producers build an online community, reach a wider audience and make money from music.
Championing music lovers, we\’ve created an environment where every genre, scene and grassroots movement can thrive without fighting algorithms. Millions of creators, curators and cultural tastemakers from around the world are using our platform to share music and form meaningful connections.
We\’re aiming for a world where people who care about music can connect deeply, beyond the algorithm, human to human. Our community of listeners and creators are the heart of the platform, and we pride ourselves on delivering an exceptional Support experience for them. Our creator community is broad, deep and diverse; with over 1 million uploaders from London to Lagos to Los Angeles, crafting shows in many different formats.
Read our blog: Advice, stories and music to inspire you
The Role
Reporting to our Product Support Lead, you will provide accurate, thoughtful, and fast responses to our community, to help them get the answers they need.
You will be a tech-savvy natural problem-solver who consistently takes the initiative to identify problems, thoroughly investigate issues, and action escalations promptly, providing efficient service and contributing towards product improvement.
We\\\’re looking for someone with email support experience who is technically minded and empathetic. You\\\’re a people person and a strong, adaptable communicator who genuinely enjoys educating and interacting with customers, and going above and beyond to help resolve their queries.
Only considering UK Residents. Salary: 25-26k
Responsibilities
- Investigate and resolve customer queries via Zendesk, within team SLAs.
- Troubleshooting technical issues and bugs for our users across the web, mweb, and app versions of the platform
- Proactively identify and monitor recurring issues and trends reported by our users
- Reproduce and ticket reported issues and liaise with developers for further investigation
- Review and action the removal of terms-violating content from the platform
- Consistently action notices for DMCA, GDPR and other business requirements
- Monitor and respond on the app stores, social media, forums, etc to ensure we are on top of our customer needs
- Assist in keeping our public knowledge base and macros up to date with product releases, with a focus on user education and making technical information accessible
What You Will Do
Who You Are
- Strong IT and technology skills with the ability to guide others on technical issues
- Excellent English language skills, with an emphasis on clear and concise writing skills
- Experience working within a customer support environment, preferably through email or live chat.
- You have a demonstrated track record of handling a high volume of work/support tickets via email and other channels. You work efficiently and to a high standard.
- You\’re an innate problem solver – you are investigative, decisive and thorough. You will take joy in solving issues and identifying workarounds to help users.
- You\’re tech-savvy and keen to become a product expert, with a hands-on approach to learning about new features.
- You are self-motivated, proactive, adaptable, and have excellent prioritisation skills.
- You\’re a team player; you take pride in your individual contributions to team goals, and you\’re keen to collaborate with your peers to get to the best solution for our users
- You can build rapport with ease with internal and external stakeholders. You know how to turn an unhappy customer into a happy one, and you can communicate feedback internally with candour and kindness.
Bonus Skills
- You have experience using Zendesk and other ticketing systems
- You have an interest in audio, streaming, tech, music and culture
- You are multilingual.
Home Office Requirements
- A high-speed and stable internet connection
Benefits
We have a remote-first work culture, although we still have an office in London (Brick Lane) available for anyone to use. This includes an onsite cafe and access to cultural events; Weekly members\\\’ drinks, Monthly Tea @ 3, and Monthly Community Lunch. Weekly wellness events (yoga, meditation boxing etc). We\\\’re a culturally active bunch, with many of us pursuing our passions as DJs, radio hosts or creatives.
We cater weekly lunches and host quarterly team onsites and social team mixers. We offer a great benefits package that includes generous holiday, flexible working, a healthcare plan.
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.
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Product Support Specialist - UK employer: Mixcloud
Contact Detail:
Mixcloud Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Specialist - UK
✨Tip Number 1
Get to know the company inside out! Dive into Mixcloud's mission and values, and understand how they support creators. This will help you connect with the team during interviews and show that you're genuinely interested in being part of their community.
✨Tip Number 2
Practice your problem-solving skills! Since the role involves troubleshooting, try simulating customer queries or tech issues. This will prepare you to demonstrate your thought process and solutions during interviews.
✨Tip Number 3
Network like a pro! Reach out to current or former employees on LinkedIn to get insights about the company culture and the role. Plus, it might just give you an edge when applying through our website!
✨Tip Number 4
Show off your communication skills! Whether it's through mock interviews or casual chats, practice explaining technical concepts clearly and concisely. This will be key in impressing the hiring team at Mixcloud.
We think you need these skills to ace Product Support Specialist - UK
Some tips for your application 🫡
Show Your Passion for Music: When you're writing your application, let your love for music shine through! Mention any personal experiences with music, whether it's DJing, producing, or just being a fan. We want to see that you genuinely care about the community we serve.
Be Clear and Concise: Make sure your writing is easy to read and straight to the point. Use clear language and avoid jargon unless it's relevant. Remember, we're looking for someone who can communicate effectively with our users, so show us you can do that in your application!
Highlight Your Problem-Solving Skills: Since you'll be tackling customer queries, share examples of how you've solved problems in the past. Whether it was a tricky tech issue or a customer complaint, we want to know how you approached it and what the outcome was. This will help us see your investigative side!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you're keen to join our team!
How to prepare for a job interview at Mixcloud
✨Know Your Stuff
Before the interview, make sure you understand Mixcloud's platform and its community. Familiarise yourself with their services, especially how they support creators. This will help you answer questions confidently and show your genuine interest in the role.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've tackled customer queries in the past. Think about specific situations where you identified a problem, investigated it, and provided a solution. This will demonstrate your ability to handle the technical issues that come with the job.
✨Communicate Clearly
Since the role requires excellent writing skills, practice articulating your thoughts clearly and concisely. You might even want to draft responses to common customer queries to showcase your communication style during the interview.
✨Be Personable and Empathetic
Mixcloud values a strong connection with its community, so be prepared to discuss how you build rapport with customers. Share stories that highlight your empathy and adaptability, showing that you can turn a negative experience into a positive one.