Specialist, Content & Quality

Are you interested in helping create a brand-new, purpose-driven company in the music industry? Do you thrive in a collaborative, entrepreneurial environment?  If you do, we would like to get to know you.

WORKING AT THE MLC​

The Mechanical Licensing Collective (MLC) is committed to excellence, service, transparency, and diversity. Our culture is collaborative, our people are adaptable, and our office environment is open. On our team, you are respected, valued for your unique strengths and experiences, and empowered to identify and resolve your own challenges.

THE ROLE

In this role, you will be responsible for the ongoing maintenance of all internal and external help resources for The MLC, including articles, customer support messages, auto-generated emails, in-portal help copy, and other materials in the Customer Experience knowledge center. You will identify gaps in knowledge center materials, develop additional content as needed, and continuously re-evaluate existing support documentation to ensure it is effective, inclusive, up-to-date, and aligns with The MLC brand. 

You will assist in assessing the quality of the performance of The MLC Support Team associates who interact with our existing and potential users and Members. Utilizing support interactions and data trends, you will identify areas of improvement in associate performance as well as training and content materials.

QUALIFICATIONS​

• Bachelor’s degree in Marketing, Journalism, English, Communications, or related field
• One year of experience in content development, technical writing, and/or quality auditing preferably in a Customer Experience or customer-focused role
• Outstanding verbal and written communication skills and listening skills
• Advanced copywriting and editing skills; intermediate data analysis skills
• Excellent attention to detail, problem solving, and time management skills
• Music industry experience nice-to-have, but not required

ESSENTIAL RESPONSIBILITIES​

EFFECTIVELY PLAN & MANAGE CONTENT DEVELOPMENT PROJECTS BY:

• Organizing resources and managing time to keep those plans and schedules on track
• Balancing competing deadlines and priorities with intentionality
• Escalating risks and roadblocks as needed

EDUCATE & SUPPORT INTERNAL AND EXTERNAL CUSTOMERS BY:

• Working with the Content Strategist to consistently produce clear, concise, and well-organized content free from grammatical errors on a wide range of topics
• Conducting existing support documentation audits on a predictable schedule to identify redundancies, inconsistencies, gaps, and opportunities, and taking action to address them with an appropriate sense of urgency

MONITOR AND MAINTAIN QUALITY ACROSS THE MLC SUPPORT TEAM BY:

• Participating in ongoing development and maintenance of The MLC Support Team quality standards
• Monitoring and assessing voice, email, and chat interactions based on a set of quality standards and providing actionable feedback and data to the Customer Experience leadership team
• Identifying historical trends through data analysis, making recommendations for enhancements to training and content materials as needed to better the associate and Member experience
• Coordinating and facilitating calibration sessions for the Customer Experience leadership team

YOU WILL CHAMPION THE MLC’S CULTURE BY:​

• Applying The MLC’s Guiding Principles to your work and your behaviors
• Being process-oriented, data-driven, and tech-savvy; being collaborative, curious, and open to new ideas
• Engaging in a diverse and dynamic team; mentoring team members; continuing with personal development
• Inspiring others with your enthusiasm and humility

THE MLC IS AN EQUAL OPPORTUNITY EMPLOYER THAT COMMITS TO PURSUING, HIRING, AND CELEBRATING A DIVERSE WORKFORCE AND CREATING AN INCLUSIVE ENVIRONMENT. THE MLC DOES NOT MAKE EMPLOYMENT DECISIONS BASED ON RACE, COLOR, RELIGION OR RELIGIOUS BELIEF, ETHNIC OR NATIONAL ORIGIN, SEX, GENDER, GENDER-IDENTITY, SEXUAL ORIENTATION, MARITAL STATUS, CITIZENSHIP STATUS, DISABILITY, AGE, MILITARY OR VETERAN STATUS, OR ANY OTHER CATEGORY PROTECTED BY LOCAL, STATE, OR FEDERAL LAW. THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, TRANSFER, LEAVES OF ABSENCE, AND COMPENSATION.