Creator Support Associate

  • Spotify
  • Cambridge, UK
  • Nov 29, 2019
Full time Customer Service Streaming

Job Description

We’re seeking a passionate, empathetic, adaptable, and motivated Creator Support Associate to join our growing Creator Support team. This position is based in Cambridge, UK and will report to the Operations Manager, Creator Support.

Your mission will be to deliver amazing support experiences that drive positive sentiment and build loyalty to our creator platforms. You’ll anticipate and support the needs of our Global Creator Support team, responding to questions and escalations and recommending process improvements as needed, whilst also providing a white glove service to key partners. You’ll work both collaboratively and independently to drive innovation and enhance the creator experience.

What you’ll do

  • Provide white glove support via email to creators, managers, and label representatives using Spotify for Artists, Spotify Analytics, and Spotify for Podcasters
  • Help to keep Spotify safe for all users by understanding our policies and handling prohibited content escalations
  • Work with Spotify product teams to resolve escalated issues
  • Proactively identify and communicate emerging creator-facing issues and concerns to the Global Creator Support team
  • Analyse Artist and Podcaster Satisfaction data
  • Collaborate with leadership and your peers to improve the support experience for creators
  • Collaborate with your manager to develop skills and take on new responsibilities
  • Suggest and implement initiatives to improve quality and key metrics
  • Help to maintain a positive and professional team environment
  • Perform additional duties as required

Who you are

  • An empathetic innovator who sees through the eyes of a creator
  • Excellent writing and grammar with written English; additional language competencies a plus
  • Experience working in a customer-centric environment that offers world-class service
  • Passion for music; interest in or knowledge of the music industry
  • Inquisitive and always looking to iterate on and improve existing processes
  • Adaptable and comfortable with a fast changing environment
  • Can collaborate positively in a small team and when communicating at a global scale
  • High personal productivity with demonstrated follow-up
  • Keen multitasker with excellent organizational skills
  • Possess a growth mindset; always looking to develop and improve skills
  • Knowledge of working in the technology sector and/or for a music or podcast service a plus

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 brilliant. 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 opportunity to enjoy and be inspired by 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 230 million users.

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