Senior Associate, Customer Service - Global Escalations

The Customer Service Global Escalations team works to repair customer trust and create lasting impressions bydelivering a world-class experience focused on resolving our escalated, high priority customer issues. We use customer data, advisor feedback, and our own expert knowledge to develop, improve, and innovate on our escalation paths to ensure our advisors are set up to handle even the most complex of issues and provide the escalations experience our customers deserve, every time.  

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. 

Please submit a cover letter with your resume.

• 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.

• 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

• 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