Customer Service Senior Associate, Spotify
Global Escalations
More information about location
Commercial music streaming service
Be an early applicant
Commercial music streaming service
1001+ employees
Be an early applicant
More information about location
1001+ employees
Company mission
To unlock the potential of human creativity—by giving a million creative artists the opportunity to live off their art and billions of fans the opportunity to enjoy and be inspired by it
Role
Who you are
- 3+ years experience working in a customer-focused environment
- Possess strong data analysis skills with the ability to interpret and summarise complex performance and quantitative data, as well as customer conversations and other qualitative feedback
- Excellent writing, grammar, and people skills
- Self-motivated and can complete tasks with minimal supervision
- Confident working in a fast-paced environment and higher pressure situations
- Strong organizational skills with a proven ability to follow up
- An inquisitive and innovative person who’s constantly looking for new ways to challenge and improve how things are done
- A great collaborator on tasks and a confident communicator
- Open to feedback and can demonstrate a growth mindset
- An expert at using CRM tools like Salesforce and LivePerson
- Proficient at using ticket management systems, like JIRA
- Understand web-based team collaboration tools, like Google Suite
- Passion for music and interest or knowledge of the music industry
- Interest in leveraging technology and AI to create an efficient and informed work environment
What the job involves
- In this role, you’ll be tasked with driving operational excellence by collaborating with both Spotify and partner teams
- You’ll leverage your analytical, strategic planning, and customer care skills to uncover opportunities, contribute to the success of product launches, and create a world-class customer experience in partnership with a team of dedicated and, quite frankly, incredible band members
- Act as a product and customer care expert, responding to and managing highly escalated customer issues when necessary
- Collaborate with internal and external partner teams to support our operations by leading meetings with CS agents, team managers, and other leadership personnel, ensuring any action items are completed
- Deliver reporting, insights, and analysis that allow us to better understand operational performance and proactively address areas of opportunity
- Contribute to and/or lead high-quality projects and OKR deliverables to help the team achieve its objectives
- Triage, investigate, and resolve support requests raised by escalations advisors via our internal ticket management system
- Escalate live issues that have an impact on user and/or advisor experience to our incident management teams
- Report on live issues and ensure our customer support advisors are fully equipped to handle any incoming customer conversations
- Manage ongoing live issues in collaboration with other internal customer teams to resolve them in a timely manner, with as little customer or advisor impact as possible
- Collaborate with internal teams, such as our Legal, Data Protection, and Compliance teams, by collecting key customer data
- Support our product teams by ensuring operational readiness for any upcoming products, launches, and features to ensure we provide the best guidance to our advisors
- Support and empower teammates, fostering a strong, collaborative team culture
- The Customer Service team is distributed across the globe - with most people located in the UK
Application process
- Please submit a cover letter with your resume
Our take
Spotify was founded in an attempt to combat the rampant music piracy that was causing significant harm to the industry. The company has since taken music streaming mainstream and now has 180m+ paying subscribers across the world.
With features that include a highly accessible interface and a vast catalogue of artists, Spotify's strong brand has been able to maintain growth in spite of fierce competition from deep-pocketed rivals like Amazon and Apple. The company has achieved this by making smart acquisitions to move into other verticals to strengthen its offerings, especially podcasting, by acquiring Gimlet Media, Anchor and Parcast.
Spotify's future plans include rapid growth with a goal to become a one-stop destination for all digital sound, as well as AI and NFT integrations. However, high costs incurred from the acquisition of exclusive podcasts, increasing competitor strength, and weak bottom-line growth mean that the company must find a balance to maintain its position in the sector.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
23% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jan 2016
$1bn
CONVERTIBLE
Jun 2015
$526m
SERIES G
Total funding: $2.1bn
Company benefits
- Extensive learning opportunities, through our dedicated team, GreenHouse
- Flexible share incentives letting you choose how you share in our success
- Global parental leave, six months off - fully paid - for all new parents
- All The Feels, our employee assistance program and self-care hub
- Flexible public holidays, swap days off according to your values and beliefs
Company values
- Innovative: We move fast and take big risks
- Sincere: We have no time for internal politics
- Passionate: We revel in what we do
- Collaborative: We recognise that we're all in this together
- Playful: We don't take ourselves too seriously
Company HQ
Norrmalm, Stockholm, Stockholms län
Articles
Leadership
Daniel Ek
(CEO & Chairman)Founded Spotify in 2006. Previously worked as an executive at Tradera, an auction company that was sold to eBay and was briefly the CEO of uTorrent.
People progressing
Joined as a Conversion Manager in the Growth Team. Promoted three times over seven years to Senior Director - Head of Growth.
Joined as a Customer Advisor. Since then has had the role titles Senior Advisor, Content Associate, Team Coach, and Operations Manager - Primary Support. Hurst is now currently the Business Operations Manager of Music.
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