Community Support Specialist, ReverbNation

Description

ReverbNation is a leading online platform that helps musicians and music industry professionals connect, promote, and grow their careers. We provide a suite of tools and services designed to support artists in every stage of their career, from music distribution and promotion to live performance opportunities and industry connections.

We are committed to building a thriving community of artists, and we are looking for a Manila-based dedicated Community Support Specialist to join our team and help provide top-tier support for our users. As a CSS at ReverbNation, you will be the first point of contact for our users, providing exceptional customer service and ensuring that their experience with our platform is positive and productive. This role requires someone who is passionate about the music industry, has excellent communication skills, and enjoys working with a dynamic team to solve problems and assist users in navigating our platform
You will be responsible for addressing inquiries, troubleshooting issues, and providing guidance on how to use ReverbNation's tools and services. You'll interact with musicians, producers, and industry professionals, providing the highest level of customer support while maintaining the integrity and reputation of our community

Key Responsibilities

• Troubleshoot and resolve technical issues or user challenges related to ReverbNation’s platform via Zendesk, ensuring customers receive clear instructions on how to resolve their concerns.
• Troubleshooting issues reported by users involving ReverbNation products
• Educate users on the various features and tools available on ReverbNation, assisting them in understanding how to make the most of our platform.
• Drive ReverbNation's digital ecosystem through feedback from the development team
• Support general Marketing activities and initiatives
• Be an evangelist for ReverbNation around the world

Requirements

This role is open to candidates based in Manila, the Philippines.

Skills, knowledge and expertise

• Strong written and verbal communication skills in English. Ability to convey complex information in a clear, friendly, and supportive manner.
• A genuine interest in music and familiarity with the challenges and needs of musicians and music industry professionals.
• Comfortable with using online platforms and troubleshooting common technical issues. Familiarity with ReverbNation or similar platforms is a plus.
• Strategic thinker with the ability to make critical decisions under time constraints and a full workload
• Possesses a collaborative mindset and willingness to work with other team members to improve the overall user experience.
• Able to work on weekends
• Able to travel as needed
• Ability to take on new roles, assignments, and responsibilities as needed
• Strong writer with positive and personable communication skills

Location and Benefits

We are a diverse and distributed team, where some roles are tied to particular regions or time zones to ensure effective connection and collaboration during work hours. This role is open to candidates based in Manila, the Philippines (without the need for a work permit or visa sponsorship).

Benefits:

• Health insurance
• Attractive paid annual leave, sick leave and childcare leave
• Year-end bonus

About BandLab Technologies

BandLab Technologies is a company that designs and develops innovative tools and services for the next generation of music creators: global social music creation network BandLab, digital audio workstation Cakewalk, artist services platform ReverbNation and beat marketplace Airbit
A division of Singapore-based Caldecott Music Group, which also owns Vista Musical Instruments and NME Networks, the company’s mission is to break down the technical, geographical and creative barriers for musicians and fans worldwide
BandLab is the flagship product of BandLab Technologies, and a leading social music creation network with a global reach of over 100 million users and growing. Its cross-platform creative ecosystem offers everything from a next-generation digital audio workstation, to an advanced suite of creator tools and features, to niche artist services. BandLab empowers creators to make music and share their creative process with creators and fans on an unprecedented level.

Diversity and Inclusion:
BandLab Technologies commits to fostering diversity and inclusion in all that we do. Regardless of race, gender identity, sexual orientation, disability, religion or any other status protected by law, we offer applicants the equal opportunity to join, belong and flourish in our company.