SoundCloud – Senior Manager, Creator Support (US)

SoundCloud is the world’s leading audio platform, allowing everyone to share and discover unique content anywhere, anytime, on the web and on mobile. We believe that our community comes first – they’re at the heart of everything we do – our goal is to make it an effortless experience for people to find information, share feedback and resolve their problems, on SoundCloud.

The Role

This role within SoundCloud’s Creator Success team is located in Los Angeles.

As Senior Creator Support, you will manage a team of Community Support Specialists focused on Creator Support and work to build and maintain multiple support channels for the community effectively. As a team manager, you are responsible for always holding and communicating the vision for community support at SoundCloud that is inline with business needs and motivates people. You will communicate this to individuals on the team and drive decision making led by that vision. In this role, you will actively contribute to departmental planning and change management that comes with it. This involves taking a lead role in strategic planning, career development and training on the team. The role will involve collaborating closely with a number of teams, including; Product, Engineering and Legal and you will be expected to represent the Creator Support team at company level.

About You

You have 3+ years experience in people management in a customer support or success environment, ideally within the music or creator business. You have successfully managed a team with clear examples of supporting individuals with their career development and have experience in tech and customer support organizations. Expertise in help desk configuration such as Zendesk, technical troubleshooting, multilingual customer support and leading a team are all key to succeed in this role. You are great with numbers, able to set and deliver on team KPI targets, have a way with words and can use both skill sets to advocate for the community internally – keeping SoundCloud connected to its creators.

If you’re excited about working with us to support the SoundCloud community, we’d love to receive your full application CV and cover letter.

Additionally being a creator platform, we’d love to hear from you. Please record a 2 minute audio message and introduce yourself.

Reflect on the points above and tell us why working on the Community Operations Team at SoundCloud is the perfect fit for you.

Tell us how you can contribute to and improve our customer support framework.

Use the timed comments to link us to your profiles on the web (your blog, Twitter, etc). Then apply with your resume and cover letter, including the secret link to the recording in your application.

Diversity at SoundCloud:

SoundCloud is for everyone. Diversity and open expression are fundamental to our organization; they help us build a social platform and global community where anyone can create, discover, and share sounds. We acknowledge the challenges in our industry, and strive to develop an inclusive culture where everyone can contribute.

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