Jobs

To post your Job Offers use the contact form below.

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Community Support Manager @ Last.FM

Purpose of Role
Foster, support, and expand the Last.fm community, provide support for the CSM to ensure that Last.fm provides a first class customer support experience for its users.

Deliverables and Responsibilities
• Support the community via forums and incident management software
• Timely reporting of issues affecting the community to the appropriate team
• Documenting resolved cases in a manner useful for future reference, both internally and externally (e.g. FAQS)
• Supporting other team members and moderators in moderating user-generated content and community support issues.
• Other tasks as assigned, such as testing new site features and assisting the Labels and Artists team with resolving support tickets
• Holiday cover for the CSM

Skills and Experience
Essential:
• 3 + years Community/Customer Support experience in an online environment
• 2 + years experience of Online Community Management in related field e.g. Games/Music/Tech/Social Media
• Strong technical problem solving skills, familiarity with PC/Mac/Linux operating systems, browsers, media players, and last.fm associated plugins would be a bonus.
• Excellent writing and communication skills.
Desirable:
• Fluent German
• Long time Last.fm user.

Key Relationships
• Customer Services
• Web Team
• Artist and Label Management

Education and Qualifications
Essential:
• Honours degree level education or equivalent work experience.

Behaviours & Personality
• Ability to use own initiative and work with minimal supervision.
• An enthusiastic, positive thinker
• Communicative, open with information and concise
• Quickly identifies and resolves problems, ability to be pro-active to head off issues which will affect the community

We do not accept applications from agencies other than those on our preferred suppliers list.

To apply for any of these positions, please send your CV, Last.fm username and a short blurb tojobs@last.fm.  Unless otherwise noted, all positions will be full time, and you’ll be working at Last.fm HQ in London N1 (see how to get there).