Customer Support (Part Time Weekends) - Encore Musicians

Job Description

Encore Musicians

Encore Musicians is a company that was acquired by Mixcloud at the end of 2024, and we are proud to be one of the world’s leading online platforms for booking live musicians, bands, and DJs.

Over the years, we’ve helped over 50,000 clients bring live music to life’s biggest moments, from weddings to corporate events, and more. We’re passionate about supporting musicians and have helped them earn millions of pounds through Encore gigs. By joining Encore, you’ll be joining a bright, friendly and ambitious team on a mission to bring more great live music into the world. 

The Role

We’re looking for a new Weekend Customer Support Specialist to join the Encore team on a part-time basis and help us deliver a best-in-class level of service to our customers all over the UK.

Most of the events our musicians are booked for happen between Friday and Sunday, and our Weekend Support Specialists are there to ensure we are able to deliver incredible customer service when it matters most.

In this role, you will be the person an Encore customer or musician speaks to over live chat, email and on the phone whenever they have questions about one of their bookings. You will also be on hand to help prospective customers find the perfect musicians for their events.

We pride ourselves on giving our customers an exceptional level of service, and you will be making a direct impact on Encore’s success and reputation by helping dozens of customers every week when they have questions for us, and putting their minds at ease in the run-up to some of the biggest events of their lives.

We're looking for someone with experience in a customer support role, and ideally with experience in a small team or startup.

Freelance: £14 per hour

Location: Remote

Schedule: Split into 4 hour shifts and allocated depending on availability from Friday 5 to 9pm, Saturday: 9am to 9pm and Sunday: 9am to 5pm.

Some additional shifts during the week may also be available during busier periods (June-September).

What You’ll Do

• Assisting customers and musicians with any last-minute queries and issues related to a booking
• Resolution of customer support tickets within Intercom
• Answering inbound phone calls
• Escalation and handover of customer issues and complaints to the appropriate team members
• Assisting customers with enquiries related to their booking
• Assisting customers looking to book a musician

Requirements

• Outstanding customer service skills
• Excellent verbal and written communication skills
• Ability to organise and prioritise workload
• Attention to detail in a fast-paced environment

Ideally, you'll also have some or all of the following:

• Experience using support software, such as Intercom or ZenDesk
• An understanding of the events industry and how people book suppliers
• Good numerical skills