Spotify is looking for a Specialist - Customer Service Operations to join its outstanding support team in our fast-paced podcast technology and ad services group. This position's main focus will be on helping Spotify customers use and love the Megaphone podcast publishing platform. This includes on-boarding activities, providing technical support via Live Chat, tracking user feedback, calling out platform issues and bugs to our engineering team, and acting as a bridge between clients and our Product team. We believe in dynamic conversations that provide technical support in a personal, friendly, and fun style. This is an excellent opportunity for someone who wants to join a close-knit and smart team of a rapidly growing product. If you excel at clear communication and love problem-solving, this is the job for you. Working at Spotify also means casual dress, full benefits, competitive salaries, and a friendly work environment.

Who you are:

• A min of 1-3+ years of professional work experience preferably in a Software-as-a-Service (SaaS) support role.
• A min of 1+ year in a customer-facing position such as technical assistance, solution consulting, direct Tier 1 technical support, or account management.
• You have experience with Intercom, Jira, Salesforce, Looker, Google products (G-Suite), and Microsoft Excel.
• You have an interest in podcasting, technology, SaaS, and improving end-user experiences
• You are a cheerful disposition and a dedication to helping our clients solve problems through empathy, patience, and logical problem solving.
• You have excellent writing skills so that sophisticated topics can be turned into concise and easy-to-understand documentation for clients.
• You have the ability to switch gears quickly when working with different client segments and the diverse set of responsibilities assigned to the Support team.
• You can/are willing to work Pacific Time hours (9am-6pm)

What you'll do:

• Execute on-boarding for new customers via project plans, phone calls, and live training sessions.
• Respond to customer support requests through our live in-app chat platform (Intercom).Build help documentation for new products, features, and end-user workflows.
• Become a Spotify/Megaphone specialist and communicate this knowledge with our customers and internal partners.
• Identify product bugs, technical issues, and report this information back to the Tech team by crafting tickets in Jira.
• Collect client feedback and/or requests in order to accurately report on these items to internal partners.
• Ensure that all customers have a phenomenal experience using Spotify’s Megaphone product.

Where you'll be

• We are a distributed workforce enabling our band members to find a work mode that is best for them!
• Where in the world? For this role, it can be within the Americas region in which we have a work location
• Prefer an office to work from home instead? Not a problem! We have plenty of options for your working preferences. Find more information about our Work From Anywhere options here.

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 345 million users.

This position is not eligible to be performed in Colorado.