Senior Associate
Customer Service - Global Escalations

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• Customer Service

Location

• United Kingdom (Home Mix)

Job type

Permanent

What You'll Do

• 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.

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

Where You'll Be

• The Customer Service team is distributed across the globe - with most people located in the UK
• Working hours? You will operate within the UK or EU time zone for collaboration

Our global 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.

Learn about life at Spotify

You are welcome at Spotify for who you are, no matter where you come from, what you look like, or what’s playing in your headphones. Our platform is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be forward-thinking! So bring us your personal experience, your perspectives, and your background. It’s in our differences that we will find the power to keep revolutionizing the way the world listens.

Spotify transformed music listening forever when we launched in 2008. Our mission is 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 chance to enjoy and be passionate about these creators. Everything we do is driven by our love for music and podcasting. Today, we are the world’s most popular audio streaming subscription service with a community of more than 500 million users.