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About the Role

This entry-level position supports the Support team locally and globally to maintain RA’s industry-leading service levels. The Platform Support Advisor will be responsible for day-to-day promoter and customer support and administration.

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.

Requirements

• 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.
• Must be based in Tokyo.
• Willingness to travel to the UK for training.

Location

• Tokyo

Work Type

• Full-time
• Fixed-term

Experience Level

• Entry-level

Salary/Compensations

• ¥6,600,000–¥7,000,000

Benefits

• 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.
• Discounted Classpass memberships.
• 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&A’s with senior leadership, along with ongoing virtual educational training sessions for all staff.

About the Company

• 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.
• 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.
• 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.

Equal Opportunity

• 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.
• 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).