English & German Customer Support Agent, UK

About MUBI

MUBI is a global streaming service, production company and film distributor dedicated to elevating great cinema. To make this possible, we create, curate, acquire and champion visionary films, bringing them to audiences all over the world. We have a team of brilliant, ambitious and passionate individuals to help bring our mission to life.

About the Role

We’re at an exciting time at MUBI, where our subscribers are growing, and we’re looking for someone to join our Customer Support team to manage their enquiries and support the overall team to bring the best streaming experience to our subscribers all around the globe. To better support our German-speaking subscribers, we’re specifically looking for someone who is fluent in both written and spoken German, in addition to English.

Your language skills will be essential in helping us provide a thoughtful and localised experience for this important audience. MUBI is a hybrid-remote company and requires its team members to come into the office 2-3 days a week if they’re located near an office. Ideally, you will be based in or around London to work on a hybrid basis. We also require that candidates hold right to work status in the UK as unfortunately, we are unable to offer visa sponsorship at this time. This role is a Coordinator level role, an L2 on our Leveling Framework, and will be perfect for someone starting to develop expertise in their field.

Where you’ll have impact:

• You’ll work closely with our Content, Marketing and Engineering teams, advocating for the subscriber experience.
• You’ll contribute to our customer feedback loop, and work with colleagues across the business to help build the best possible product.
• Assisting our subscribers with an array of technical enquiries, general feedback, and other questions via e-mail and other platforms.
• Build and maintain good relationships and communication with other departments as necessary to ensure complete, accurate and timely resolution of customer issues and enquiries.
• Test MUBI on all supported platforms and follow up on reported issues with the Engineering team.
• Coordinate with our Engineering and Product teams on workflows and product-related matters, especially learnings made through testing sessions.

What you’ll bring:

Essential requirements:

• Fluency in both written and spoken German and English.
• You’re in the UK, ideally in or close to London and able to attend our London offices.
• Organised, punctual and patient.

Desired requirements:

• Fluency in other languages is a plus.
• You’re passionate about film and MUBI’s mission to elevate great cinema.
• You have experience navigating complex issues, often through ambiguity, and approach problem-solving for customers in a thoughtful, empathetic way.
• A team player with a can-do attitude.
• Impeccable attention to detail.
• You have a willingness to accept coaching and feedback.

MUBI is committed to being an Equal Opportunity Employer. That means it's our responsibility to ensure that all candidates are not discriminated against in our hiring processes and our employment decisions based on their race, color, religion, nationality or ethnic origin, age, gender identity or expression, sex, marital status, physical or mental disability, socioeconomic background, sexual orientation, family or parental status, or any other applicable characteristic.