What are the responsibilities and job description for the Quality & Insights Specialist, Talk & Podcast Creator Support position at Spotify?
Customer Service
Spotify is dedicated to creating a platform for creativity that brings creators and fans closer together, and providing support to creators is critical to that. We’re looking for a passionate and driven new band member to join our Quality & Insights team in the position of Quality & Insights Specialist supporting our Talk creators.
Location
New York
Job type
Permanent
You’ll be part of a team that’s responsible for preparing our Creator Support department for new products and features. You’ll oversee the creation, incubation and evaluation of quality standards and processes, ensuring a world-class support experience for creators on Spotify and feeding valuable insights back to the business. You’ll be an innovator who can see through the eyes of a creator, a collaborator who can adapt in a challenging, ever-changing environment, and have a keen eye for detail.
This position will report to the Senior Manager, Quality & Insights, Creator Support.
What you'll do
- Partner with R&D and product marketing to learn about upcoming product launches and advocate for the best creator experience throughout the development process
- Think critically about the resulting creator experience impacts of a product launch
- Partner with stakeholders to prepare Creator Support advisors for new product launches
- Understand what drives contacts from creators and provide data-driven feedback to the business about it
- Be a product subject matter expert and maintain the upkeep of our advisor knowledge base
- Build efficient processes for how advisors can support creators, solving their problems and questions quickly
- Analyze contact volume, QA, and satisfaction survey data to identify areas of improvement and build action plans with measurable results
- Define and align service quality strategy and standards with our QA teams at partner sites around the world
- Advocate for the creator community by identifying pain points and pushing for product changes that increase satisfaction
- Partner with the Training team to create and maintain learning resources
- Define Spotify’s Creator Support tone of voice and make sure it’s reflected in how we are working and interacting with creators
- Road manage projects
Who you are
- 3 years experience in customer support roles
- Knowledge of and strong interest in the podcast industry
- Experience packaging customer support data into insights and making data-informed recommendations
- Excellent organizational, multitasking and problem solving skills
- Excellent communication and presentation skills
- Comfortable working in an agile environment and challenging yourself and your team to constantly innovate ways of working
- Comfortable working in a fast paced environment with uncertainty
- Proficient with Google Workspace software
- Experience working with customer service software e.g. Salesforce, Guru, Playvox
Where you'll be
- We’re a distributed workforce enabling our band members to find a work mode best for them!
- Where in the world? For this role, it can be within the Americas or EMEA region in which we have a work location
- Working hours? We operate within the GMT and EST time zones 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.
Spotify On Tour, join your colleagues on trips to industry festivals and events.
Learn about life at Spotify
Spotify is an equal opportunity employer. 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 381 million users.
Global COVID and Vaccination Disclosure
Spotify is committed to safety and well-being of our employees, vendors and clients. We are following regional guidelines mandating vaccination and testing requirements, including those requiring vaccinations and testing for in-person roles and event attendance. For the US, we have mandated that all employees and contractors be fully vaccinated in order to work in our offices and externally with any third-parties. For all other locations, we strongly encourage our employees to get vaccinated and also follow local COVID and safety protocols.
This role is not eligible for hire in Colorado, USA.
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