Platform Support Advisor

7 months ago

London, United Kingdom Resident Advisor Full time

Founded in 2001, Resident Advisor (RA) is one of the world's longest-running music media brands and a cornerstone of the dance, electronic and DJ ecosystem. The site's audience of over 6 million monthly users is drawn in by a combination of news, editorial, club listings and ticketing, RA-branded events at venues and festivals worldwide, original films and a weekly mix series that has run for 18 years.

Purpose of the role:
This is an entry-level position, based in TBC, will support our support team locally and across the globe to ensure we maintain our industry-leading service levels. Playing a vital part in the daily operations of one of RA’s most dynamic teams, the Platform Support Assistant will be responsible for day-to-day promoter and customer support and administration.

Key responsibilities:

- Dealing with customer ticketing queries and resolving potential ticket issues
- Assisting promoters with event and payment related queries
- General upkeep of ticketing admin system
- Identifying and highlighting potential fraudulent transactions using fraud detection software
- Supporting local partnerships managers in ad hoc tasks
- Approval and upkeep of artist, label and venue pages
- Responding to artist and label related queries
- Handling customer disputes and chargebacks
- Overseeing local festival door logistics

We’re looking for:

- Track record of effective communication
- A passion and understanding of electronic music culture is fundamental
- Willing to align with RA’s values
- Ability to speak Spanish or German is a plus
- Previous experience in client/customer service or the ticketing industry is highly desirable
- Be based in TBC

What we offer you:

- Generous annual leave policies, including a company-wide closure period at year-end, aimed at promoting work-life balance.
- Flexibility in working arrangements, offering hybrid or remote work options based on role requirements and location.
- Matching pension schemes and/or 401k.
- Comprehensive staff wellbeing initiatives, featuring regular activities and workplace programmes to support mental and physical health. This includes provisions such as Mental Health Days, subsidised therapy, discounted Classpass memberships, and custom-fitted earplugs.
- Company-led social events, team lunches, and discounts on RA merch.
- Paid annual volunteering allowance, encouraging contributions to community projects and charities you care about.
- Regular company-wide Q&A’s with senior leadership, along with ongoing virtual educational training sessions for all staff.

More about RA:
As an independent company run by devoted dance music enthusiasts, our mission is to bring together the world's electronic music communities. Our Global Contributor Network (GCN) and international teams help us establish connections with hyper-niche local scenes.

We became B-Corp certified earlier this year, which counts us among businesses leading a global movement for an inclusive, equitable, and regenerative economy; and part of a community that meets high social and environmental impact standards.

We especially welcome applicants from diverse backgrounds, abilities, ethnicities, experiences, gender identities, and sexual orientations. We aim for our team to reflect the communities we engage with. We ensure everyone is valued and respected by actively promoting equality, diversity, and inclusion in our workplace.

Our values:

- Electronic music is art.
- We celebrate the progressive values that underpin electronic music.
- We advocate for a more inclusive and equitable electronic music community.
- We honour the past, present and future of electronic music.
- We use innovation to empower the community.
- We choose honesty over gain and purpose over profit.
- We're always front left.

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