Customer Support Assistant - Songkick.com, Inc. - London

Songkick is the largest concert discovery service and artist-to-fan ticketing platform in the world. Our goal is to help artists sell more tickets directly to their fans and fix the central problem at the heart of the concert industry – that 50% of tickets go unsold. Working with over 500 artists and ticketing thousands of events worldwide each year, we’re working to make every show a sellout.

Songkick delivers personalized alerts for upcoming concerts to its 10 million monthly unique fans, making it easy for these fans to track their favorite artists so they never miss them live.

Our company has also powered worldwide programs for some of the world’s biggest artists, including Alicia Keys, Arcade Fire, Imagine Dragons, Blake Shelton, and Paul McCartney, creating the ultimate artist experience by linking fans through innovative ticketing technology and marketing solutions.

With offices strategically positioned in London, Los Angeles, Nashville, and New York, Songkick combines technology and expertise to make the concert experience better for artists and fans alike.

What we’re looking for

We have an opening for an ambitious Graduate to join us at Songkick’s London office. This is an opportunity to work with our Customer Support team for a 3-month duration.

We’re after someone who is driven by helping people, making them happy and most importantly, someone who understands how much it means to see your favorite band live. You’ll be on the front line helping the music industry and music fans to get the most out of Songkick.

We pride ourselves in providing exceptional support for our users, and having accurate and exhaustive concert listings – your role will be crucial to making sure that this high standard is maintained!

We handle 90% of our support over email, so you need to be fast on your fingers and comfortable with coming across friendly and helpful through this communication channel. The successful candidate is a wordsmith extraordinaire. If you’re a stickler for grammar, get all OCD about using the same word too many times, and know exactly how many exclamation marks set the tone of an email, you’re in the right place!

Alongside providing top quality support, you’ll be helping out the fulfilment department with dispatching tickets, assisting the office manager when required, and taking on small projects within other areas of the company. We make sure that interns at Songkick get a thorough insight into the whole business operation, so you’ll be sitting in on meetings and have the opportunity to talk directly to other departments that you’re interested in learning more about.

Responsibilities

• Be on the front-line replying to customers in Desk, the platform we use to handle our support enquiries
  


• Liaise directly with our contacts at music labels and agencies on a daily basis to help them with their listings and using the site
  


• Moderate concerts and festivals, spotting trends in the data and proactively care-taking the most popular events
  


• Write blog posts and contribute to other social media projects
  


• Assist with adding/editing ticket inventory within our system
  


• Help out at community events
  


• Occasionally, you’ll get pulled off-project to support other areas of the business including Office Management, Business Development and User Experience
  

Requirements

• A Bachelor’s Degree from a four-year college or university
  


• Energetic, passionate, and driven individual who can easily collaborate with others
  


• Sensitive to varied customer personalities
  


• Flawless writing skills
  


• Conscientious, with excellent attention to detail
  


• Strong work ethic and sense of ownership
  


• At ease when communicating with others, whether that’s via email, phone or face to face
  


• Flexible and adaptable in a fast workplace environment
  


• Comfortable taking initiative and making decisions independent of others
  


• Familiar with using Macs and Google Docs
  

Big plus if you have

• Knowledge of ticketing and/or live music experience
  


• Knowledge of social media use for customer service
  


• Previous experience with a customer help system
  


• Previous work/internship in a technology or startup environment
  

Compensation

• Hourly wage (min. wage)
  


• Travel stipend
  

Perks

• Breakfast, lunch, snacks and proper coffee provided
  


• 5-a-side football and/or yoga
  


• Quarterly team days out
  


• Cocktails every Friday
  

When applying for the role, it’s very important that you provide us with a strong cover letter. You should make sure you let us know why you’re suitable for the position, and why you’d fit in well at Songkick.

Songkick is committed to Equal Employment Opportunity and to attracting and retaining the most qualified employees.