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Support Coordinator in India for a new music streaming service

We’re looking for a person who does not just see Customer Support as just another job, rather a career choice with opportunities for growth. Customer Support is not only interaction with the customer, but also interaction with everything that makes the Moodagent platform.

The role of the Support manager is to organize, create and disseminate through all relevant channels, correct use of support tools and resources,  and to be the touchpoint across different departments within the organization. 

As Support Manager, you are the expert in the use of solutions and know every corner of the Moodagent platform; if something breaks you know the right department to handle the issue. The Support Manager to ensure that both the user and the organization benefit from Moodagent.

Our goal is to revolutionize the music streaming scene, putting our unique music recommendation AI in the hands of the user - making music discovery a more personal, relevant and shared experience than we know it today. 

The Moodagent team is a close-knit collective of music-loving software developers, design thinkers, musicologists, data scientists and machine learning experts, from many corners of the world. At times, individual tasks get rather interdisciplinary, and we consider that to be a good thing.

Responsibilities

• Respond to customer queries in a timely and accurate manner, email or chat and follow up to ensure that issues have been resolved.
• Share effective solutions with the team to ensure higher quality support.
• Report issues with the product.
• Continuously update our guides with content as the product grows to inform customers about new features, functionalities and changes to the app landscape.
• Monitor customer complaints on social media and in the application marketplace and reach out to provide assistance if needed.
• Share customer insights with our Product, Sales and Marketing teams to assist with further development of the product.
• Assist with onboarding new customers.
• Training of new employees
• Implementation of new support related systems and solutions.

Requirements

• 5 years experience with Customer Support.
• 2 years of experience with leading a team.
• Experience with Customer Support tools is essential, we use Zendesk, Instabug, Atlassian, Slack and more.
• Experience with subscription management.
• Excellent communication and problem-solving skills
• Ability to multitask
• Language (English and Hindi )
• Patience when handling tough cases
• Curiosity and eagerness to learn.
• Familiarity with the Music industry is a plus.

About us

We have the world’s best music recommendation and discovery tech, and we’re taking steps for a major entry into the consumer market.

We juggle our work with a lot of fun stuff: music, big data, microservices, cloud computing, AI & machine learning, massively scalable systems, apps, web and an ever-flowing stream of intricate challenges that make these things come together as a whole.

We have an informal tone, occasional fun on Fridays, and a shared passion for music.

Where

Moodagent New Delhi

When

September

The recruitment process

The recruitment process is easy!

This means that you do NOT have to produce a time-consuming written application. Simply answer the detailed questions, which you can find by clicking on GO. It usually takes just 10-15 minutes to apply for a job - and you’ll know, shortly thereafter, if you have the opportunity to go forward. 

Press "GO" now. It's quick and easy!

Enjoy!