Senior Associate, Customer Service - New York, United States - Spotify

Description

**Senior Associate Customer Service**

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The CS Global Escalations team works to repair customer trust and create lasting impressions by delivering a world-class experience focused on resolving our escalated, high priority customer issues. We evaluate real-time customer data and experiences in order to improve capabilities of frontline advisors to handle even the most complex of issues and develop seamless escalation paths to ensure queries are resolved in a timely manner. Location

New York or Remote Americas

Job type

Permanent

You will work in a challenging yet rewarding environment with a team thats dedicated to providing the best listening experience to our most passionate users.

Collaboration is key in this role Youll work closely with our external partners, internal development and Customer Service teams. Together, you will continuously improve our escalation experience. Not only will you handle several initiatives concurrently but you will also work directly to support our top-tier advisors and escalated customers. What You'll Do

Take ownership of high profile escalations and manage them until resolution

Provide international support to and collaborate closely with a multicultural team of advisors

Deliver reporting, insights, and analysis that allow us to better understand operational performance and proactively address areas of opportunity

Triage, investigate, and resolve support requests raised by 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 communicating any upcoming products, launches, and features to ensure we provide the best support to our advisors.

Demonstrate mastery of project management and agile methodologies by leading initiatives that contribute to the achievement of team objectives, often through sprint-based work

Who You Are

Proven experience working in a customer-focused environment

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 a confident communicator

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 whos constantly looking for new ways to challenge, improve how things are done and a great collaborator

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, Trello, and Coda

Passion for music and interest or knowledge of the music industry

Understanding of the Scrum framework

Where You'll Be

We are a distributed workforce enabling our band members to find a work mode that is best for them

region in which we have a work location

.

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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 whats 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. Its 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 worlds 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.

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