Job description
Global Affairs
Trust & Safety
We are seeking an outstanding Policy Support Specialist to join our growing Policy Enforcement Operations team at Trust & Safety.
Location
New York
Job type
Permanent
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 to ensure compliance with Spotify’s policies
- Triage and handle high profile and/or time-sensitive escalations, including communication with internal and external stakeholders
- Handle crisis management situations, including managing sensitive events and ensuring timely action and communication
- Work closely with key cross-functional stakeholders to improve escalation processes, enforcement workflows, and tooling
- Support vendor and operations teams through policy alignment, enforcement guidance, and training
- Help project manage team projects and provide organization.
- This role may require some weekend or holiday coverage on an on-call basis.
Who you are
- BA/BS degree required
- 2+ year 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.
- Excellent 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.
- Team player 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.
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 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 381 million users.
This role is not eligible for hire in Colorado, USA.
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 NYC, 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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