Platform Support Advisor (Naarm, 1-Year FTC)

Description

About RA

Founded in 2001, Resident Advisor (RA) is one of the world's longest-running music media brands and a cornerstone of the dance, electronic and DJ ecosystem. The site's audience of over 7 million monthly users is drawn in by a combination of news, editorial, club listings and ticketing, RA-branded events at venues and festivals worldwide, original films and a weekly mix series that has run for 20 years.

Purpose of the role

Following RA’s soft launch in Japan, we’re looking forward to offering our full list of services to the Japanese electronic music community soon. This entry-level position, based in Naarm, Australia, will support our Support team across the Oceania region and Japan, helping to maintain RA’s industry-leading service levels.

Playing a vital part in the daily operations of one of RA’s most dynamic teams, the Platform Support Advisor will be responsible for day-to-day promoter and customer support and administration across both markets.

Key responsibilities

• Deal with customer ticketing queries and resolve potential ticket issues.
• Assist promoters with event and payment-related queries.
• Support the general upkeep of RA’s ticketing admin system.
• Identify and highlight potential fraudulent transactions using fraud detection software.
• Support local Partnerships Managers with ad hoc tasks.
• Approve and maintain artist, label and venue pages.
• Respond to artist and label-related queries.
• Handle customer disputes and chargebacks.
• Oversee local festival door logistics.
• Assist with local language translations where appropriate.
• Work closely with colleagues across the Oceania and Japan markets to ensure a consistent and high-quality support experience.

We’re looking for

• Fluency in written and spoken Japanese and English.
• A track record of effective communication.
• A passion for and understanding of electronic music culture.
• Alignment with RA’s values.
• Previous experience in client/customer service or the ticketing industry is highly desirable.
• Strong organisational skills and the ability to manage multiple queries and tasks effectively.
• A proactive approach, with the ability to work independently while collaborating effectively with a global team.
• Must be based in Naarm, Australia.
• Willingness to travel to the UK for training.

What we offer you

• Generous annual leave policies aimed at promoting work-life balance.
• Flexibility in working arrangements, offering hybrid or remote work options based on role requirements and location.
• Matching pension schemes and/or 401k.
• Comprehensive staff wellbeing initiatives, featuring regular activities and workplace programmes to support mental and physical health. This includes discounted ClassPass memberships and custom-fitted earplugs.
• Company-led social events, team lunches, and discounts on RA merch.
• Paid annual volunteering allowance, encouraging contributions to community projects and charities you care about.
• Regular company-wide Q&As with senior leadership, along with ongoing virtual educational training sessions for all staff.
• A transparent internal company culture committed to diversity, equity, and inclusion (see: https://ra.co/about/diversity).
• Active involvement in community projects within the electronic music community (see: https://ra.co/about/community).

More about RA

As an independent company run by devoted dance music enthusiasts, our mission is to bring together the world's electronic music communities. Our Global Content Network (GCN) and international teams help us establish connections with hyper-niche local scenes.

We became B-Corp certified in 2024, which counts us among businesses leading a global movement for an inclusive, equitable, and regenerative economy and part of a community that meets high social and environmental impact standards.

We especially welcome applicants from diverse backgrounds, abilities, ethnicities, experiences, gender identities, and sexual orientations. We aim for our team to reflect the communities we engage with. We ensure everyone is valued and respected by actively promoting equality, diversity, and inclusion in our workplace.

Our values

• Electronic music is art.
• We celebrate the progressive values that underpin electronic music.
• We advocate for a more inclusive and equitable electronic music community.
• We honour the past, present and future of electronic music.
• We use innovation to empower the community.
• We choose honesty over gain and purpose over profit.
• We're always front left.

This role is a full-time, fixed-term position based in Naarm, Australia. The annual salary range for this role is AUD 60,000–63,000. If you have questions about the role, please contact [email protected].

This listing will be open for a minimum of two weeks from 24th August. Please be sure to add [email protected] to your contacts and check your junk/spam folder for emails from us.