Policy Support Specialist, Spotify
2-3 days a week in office
Commercial music streaming service
Posted today
Commercial music streaming service
1001+ employees
Posted today
2-3 days a week in office
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
- The ideal candidate will have experience in content moderation and crisis management and investigations within digital platforms
- Bachelor’s degree is required
- At least two years of experience working in an operations role supporting content moderation and safety issues
- Proven experience driving urgent, high priority cases to resolution
- Demonstrate a strong sense of urgency in managing escalations effectively and efficiently
- Strong partner management, communications, and interpersonal skills
- Ability to represent the team during escalations and can effectively synthesize complex information for diverse audiences
- Passionate about building a safe space for our users and creators; has a strong understanding of the online safety landscape, especially issues related to free-expression
- Standout colleague with the ability to operate autonomously
- Can proactively take on escalations and help teammates during urgent situations
- Strong time management and problem-solving skills with a keen attention to detail
- Highly adaptable to the evolving needs of the team and thrive in a fast-paced environment
- Experience working with sensitive and disturbing content
- Fluency in English is required; proficiency in other languages—especially Arabic—is a strong plus
- Experience with Salesforce, SQL, and AI tools are a plus
What the job involves
- This role will support our day-to-day policy enforcement operations, including case review and moderation, responding to internal and external inquiries including high tier escalations, and improving the effectiveness of moderation workflows
- Conduct objective and timely investigations into reported content to ensure compliance with Spotify’s policies
- Triage and handle high profile and/or time-sensitive critical issues, including communication with internal and external partners
- Handle crisis management situations, including managing sensitive events and ensuring timely action and communication
- Support vendor and operations teams through enforcement guidance and training
- Analyze risk trends and track trends to identify patterns and inform operational strategies
- Work closely with key cross-functional partners to improve escalation processes, enforcement workflows, and tooling
- Translate content moderation insights into clear, actionable visualizations to guide decision-making
- Collaborate with policy teams and vendors to enhance operational efficiency by implementing process improvements and addressing root causes of complex cases
- This role will require some weekend or holiday coverage on an on-call basis
- Disclaimer: You may need to review sensitive and potentially disturbing content including but not limited to vulgar language, hate speech, violence, and other graphic content
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
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 HQ
Norrmalm, Stockholm, Stockholms län
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.
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