Senior Customer Support Operations Specialist, Spotify
Emerging & Scaled
CA$84-119.9k
Plus equity, plus bonus or commission
Commercial music streaming service
Job no longer available
Commercial music streaming service
1001+ employees
Job no longer available
CA$84-119.9k
Plus equity, plus bonus or commission
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
- You have a minimum of 5+ years of customer support operations, program management, vendor management, or a similar role. Ideally within ad tech or self-serve ad platforms
- You have experience working with global teams that span across different time zones
- You are highly proactive, with a strong ability to identify operational opportunities before they become issues
- You are detail-oriented, organized, and rigorous in maintaining documentation and processes
- You are able to respond quickly and effectively to queries from the CS team
- You are an excellent communicator who can work across multiple teams and stakeholder groups
- You are fluent in English; Spanish, Portuguese (Brazil), French, Italian, or German a plus
What the job involves
- We are looking for a Sr. Customer Support Operations Specialist to partner closely with our vendor Customer Support teams who assist advertisers using Spotify Ads Manager, our self-serve advertising platform
- In this role, you will be responsible for handling escalations, supporting day to day operations and will help build a best in class Customer Support team. Reporting to the Lead Customer Success Manager and working within the Emerging & Scaled Revenue Programs team
- Serve as a point of contact for the vendor Customer Support team to answer complex queries. You will help them troubleshoot advertiser issues and resolve product-related queries in a timely manner, as well as be the point person for any internal Spotify team escalations
- Identify knowledge or skill gaps within the Customer Support team and propose actionable solutions
- Spot operational inefficiencies or recurring blockers affecting support quality or speed
- Own and maintain the internal Knowledge Base, process documents and job aids, and training materials used by the Customer Support team, ensuring content is accurate, up-to-date, and easy to navigate
- Work with cross functional teams to set up training and create new processes when new products launch
- Work with vendor training teams on onboarding schedules and continuous learning opportunities
- Support the QA process for Customer Support agents by reviewing cases, identifying areas for improvement, and flagging opportunities for additional coaching or documentation updates
- Work with cross-functional stakeholders such as Product, Product Marketing, Finance, and Sales System and Tooling to initiate updates in the team’s workflows or processes
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.
Salary benchmarks
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