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Talent & Partnerships Agent
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London Area, United Kingdom SUMO Talent Full timeOur client is seeking a highly motivated and experienced Talent & Brand Partnerships Agent to join their team. In this role, you will be responsible for connecting their diverse talent roster with premium brands, negotiating deals, and overseeing the execution of partnership campaigns. The ideal candidate will have a strong background in talent management...
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Creator (Customer) Support Agent (Hybrid)
2 months ago
The Creator Support Agent role requires responsiveness, attention to detail, and a customer-centric approach to ensure creators receive the assistance they need promptly and effectively. As part of the Support Team, you'll resolve issues related to registration, authorisation, sales inquiries, and technical difficulties while mastering all Luminary ROLI Hardware and Software products. Additionally, the Support Team collaborates closely with many other teams, providing valuable exposure to broader business operations.
What you'll do:nProvide Support:
Answer tickets in Freshdesk and respond to social media messages via Sprout Social, offering detailed and thorough guidance to creators.nManage Live Chats:
Respond to support live chats to address immediate queries and concerns from creators.nHandle Product Inquiries:
Acknowledged questions from non-support team members about ROLI products.nResolve Issues:
Troubleshoot and resolve registration and authorisation issues promptly.nProduct Mastery:
Learn the Luminary ROLI Hardware and Software products to provide comprehensive support.nCreate Knowledge Base:
Suggest and create new knowledge base articles to assist creators with common inquiries and issues. This may also involve creating 'how to' videos and walkthroughs.nCollaborate:
Interact with various ROLI team members to ensure alignment on objectives, priorities, and personal bandwidth and to contribute to ongoing process improvements.nWhat you'll need:nAt least two years experience in a customer service or support role.nA passion and willingness to help creators get the most out of their investment.nConfidence in multi-tasking across various communication channels and platforms.nA proactive, self-starter attitude. You must be able to manage your ticket queue and prioritise accordingly.nTechnical proficiency with tools like Freshdesk and Sprout Social to effectively manage tickets and messages.nA keen eye for detail to address issues promptly and prevent them from escalating.nProven ability to quickly learn and master music technology hardware and software products.nA proactive-orientated approach and the ability to suggest improvements and contribute to new knowledge base articles to enhance support.nStrong interpersonal skills and teamwork are vital for fostering a positive and productive work environment.nBonus points:nPrevious Music Tech experience, mainly using DAWs and MPE hardware and software instrumentsnExperience with JiranJUCE / C++ coding experience
Our Mission:nLuminary's mission is to enable more people to experience the transformative power of life-long music-making. We do this by making the whole music learning and practice process more inspiring and practical. We are a hardware, software, and content music technology company based in Dalston, London. Our focus on pioneering new and innovative technological solutions to the challenges that face music learners and makers has meant that our products are used by composers, producers, artists, engineers, and hobbyists worldwide.
Luminary ROLI Ltd offers:nThe opportunity to work with the leading, progressive minds within technology, hardware, and music creation to directly impact the way we create and interact with musicnA competitive salary according to your level of experiencenA range of meaningful benefits including:nFollowing probation, a competitive health care cash plan and a generous bike-to-work schemenA competitive company pension scheme following 3 months of full-time workn23 days holiday with 2 additional social impact days and the standard 8 statutory holiday daysn20 hours per year dedicated to volunteering within the local communitynFlexible working hoursn'Lending Library' of all ROLI productsnTeam member discounts on ROLI productsnApple laptop and relevant software licenses for your rolenGenerous Parental Leave policynWellness perks: yoga, massages and craniosacral therapynCompany-wide Hack Days and team outingsnIn-house bike storagenWe offer a hybrid working approach. We will discuss the latest updates with regard to remote working as part of our interview process.nLuminary ROLI Ltd wholeheartedly believes that difference stimulates a healthy and productive environment and positively impacts the products we create. We actively encourage diversity of background and perspective, and as an equal opportunities employer, we oppose all forms of unlawful or unfair discrimination in all of our employment-related processes and matters.
