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 grassroot 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

HOME OFFICE REQUIREMENTS:

• A high-speed and stable internet connection

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.

WHAT YOU WILL DO

• 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.