Policy Support Specialist
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Permanent
Dublin
Spotify Trust & Safety is dedicated to creating a platform that’s safe for users and creators and true to our values. We are looking for a Policy Support Specialist to join our growing Trust & Safety team.
This role will support our day-to-day policy enforcement operations, including case review and moderation, responding to internal and external inquiries including high tier escalations, and improving the effectiveness of moderation workflows.
The ideal candidate will have experience in content moderation and crisis management and investigations within digital platforms.
What You'll Do
- Conduct objective and timely investigations into reported content to ensure compliance with Spotify’s policies
- Triage and handle high profile and/or time-sensitive critical issues, including communication with internal and external partners
- Handle crisis management situations, including managing sensitive events and ensuring timely action and communication
- Support vendor and operations teams through enforcement guidance and training
- Analyze risk trends and track trends to identify patterns and inform operational strategies
- Work closely with key cross-functional partners to improve escalation processes, enforcement workflows, and tooling
- Translate content moderation insights into clear, actionable visualizations to guide decision-making.
- Collaborate with policy teams and vendors to enhance operational efficiency by implementing process improvements and addressing root causes of complex cases.
- This role will require some weekend or holiday coverage on an on-call basis.
Disclaimer: You may need to review sensitive and potentially disturbing content including but not limited to vulgar language, hate speech, violence, and other graphic content.
Who You Are
- Bachelor’s degree is required.
- At least two years of experience working in an operations role supporting content moderation and safety issues
- Proven experience driving urgent, high priority cases to resolution.
- Demonstrate a strong sense of urgency in managing escalations effectively and efficiently.
- Strong partner management, communications, and interpersonal skills
- Ability to represent the team during escalations and can effectively synthesize complex information for diverse audiences.
- Passionate about building a safe space for our users and creators; has a strong understanding of the online safety landscape, especially issues related to free-expression.
- Standout colleague with the ability to operate autonomously.
- Can proactively take on escalations and help teammates during urgent situations.
- Strong time management and problem-solving skills with a keen attention to detail.
- Highly adaptable to the evolving needs of the team and thrive in a fast-paced environment.
- Experience working with sensitive and disturbing content.
- Fluency in English is required; proficiency in other languages—especially Arabic—is a strong plus.
- Experience with Salesforce, SQL, and AI tools are a plus.
Where You'll Be
- This role is based in Dublin, Ireland.
- We offer you the flexibility to work where you work best! There will be some in-person meetings, but it still allows for flexibility to work from home. We ask that you come to the office 2 to 3 times per week.
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.