Associate Policy Support Specialist
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Permanent
New York
Spotify Trust & Safety is dedicated to crafting a platform that’s safe for users and creators and true to our values.
We are seeking an outstanding Associate Policy Support Specialist to join our Policy Enforcement Operations team at Trust & Safety. This individual will support our day-to-day policy enforcement operations to include case review and moderation, responding to internal and external inquiries including high tier escalations, and maintaining a strong feedback loop among key cross-functional stakeholders in order to help ensure Spotify is a safe and positive experience for everyone.
What You'll Do
- Conduct objective and timely investigations into reported content in queues to ensure compliance with Spotify’s Platform Rules.
- Triage and handle high-profile and/or time-sensitive escalations, including communication with internal stakeholders.
- Support vendor and operations teams through enforcement guidance and training.
- Partner cross-functionally with policy teams and vendors to improve operational efficiency via process improvements, solving for root causes to complex cases.
- Provide feedback on workflows and support policy enforcement design; you work well with ambiguity and are able to be creative to find solutions.
- Work closely with key cross-functional partners (Policy, Legal, Comms, etc.) to improve escalation processes and tooling
- This role will require some weekend or holiday coverage on an on-call basis.
Who You Are
- BA/BS degree required.
- 1-2+ years of experience in an operations role supporting content moderation.
- Passionate about building a safe space for our users and creators; has a strong understanding of the online safety landscape, especially as it relates to free expression.
- Experience driving urgent and high-priority cases through process to resolution.
- Strong stakeholder management and interpersonal skills; able to navigate complex issues and passionate about helping Spotify users and creators.
- Excellent communication skills; experience representing your team on escalations and able to synthesize complex information for all audiences.
- Strong project management skills; proven ability to lead multiple projects simultaneously across time zones. Able to facilitate critical conversations with ease and balance competing priorities.
- Willing to learn new processes, develop recommendations, and teach others.
- Standout colleague with the ability to operate autonomously.
- Fast learner and thrives in a fast-paced environment.
- Experience working with sensitive, disturbing content.
Where You'll Be
- This role is based in New York, NY
- We offer you the flexibility to work where you work best! There will be some in person meetings, but still allows for flexibility to work from home. We ask that you come in 2-3 times per week.
Learn about life at Spotify
The United States base range for this position is $61,051-$87,215, plus equity. The benefits available for this position include health insurance, six month paid parental leave, 401(k) retirement plan, 23 paid days off, 13 paid flexible holidays.
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.
At Spotify, we are passionate about inclusivity and making sure our entire recruitment process is accessible to everyone. We have ways to request reasonable accommodations during the interview process and help assist in what you need. If you need accommodations at any stage of the application or interview process, please let us know - we’re here to support you in any way we can.
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.
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 - 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.