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 growing Policy Enforcement Operations team at Trust & Safety. You 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.
You will work closely with the Operations team and help identify novel approaches to mitigate abuse in anticipation of a launch and work alongside our scaled operations team to bring a new workflow to maturity.
What You’ll Do
- Partner cross-functionally with policy teams, product trust, operations, and vendor management to improve operational efficiency via process improvements
- Collaborate to plan, manage, and implement incubation projects (e.g., tool testing, policy incubation and product training efforts)
- Research and document policy decisions and case analysis; help project manage content moderation initiatives
- Conduct objective and timely investigations into reported content to ensure compliance with Spotify’s policies
- Triage and handle high-profile and/or time-sensitive escalations, including communication with internal and external partners
- Support vendor and operations teams through enforcement guidance and training
- Provide feedback on policy changes, workflows, and support policy enforcement design
- This role may 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
- 2+ years of direct experience in an operations role supporting content moderation and safety issues
- 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
- Experience driving urgent and high-priority cases through process to resolution
- Strong partner 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
- 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.
The United States base range for this position is $59,100-$84,429, plus equity. The benefits available for this position include health insurance, six month paid parental leave, 401(k) retirement plan, monthly meal allowance, 23 paid days off, 13 paid flexible holidays. These ranges may be modified in the future.
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.