Policy Support Specialist, Policy Enforcement Operations

Job Description

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 Policy Support Specialist to join our growing Policy Enforcement Operations team. This individual will provide day-to-day support for policy enforcement operations via managing intake queues, vendor assignments, escalation handling, process optimization, 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

• Drive operational tasks, such as leading high volume intake queues to ensure compliance with our content policies
• Triage high profile and/or time-sensitive internal escalations with clear and complete responses and feedback.
• Follow up on sophisticated cases and use analytical intuition and policy comprehension to develop a solution and solve for root causes.
• Support vendor operations
• Work with key cross-functional stakeholders to improve internal escalation processes, enforcement workflows, and tooling
• Gather feedback from operations teams for opportunities to clarify policies and/or enforcement mentorship
• Please note that some weekend work may be required on a shift basis

Who you are

• BA/BS degree required
• 2+ year experience in an operations role supporting content moderation and safety issues
• Detail oriented, flexible, and proactive.
• Excellent stakeholder management and interpersonal skills; able to navigate complex issues and passionate about helping Spotify users and creators.
• Validated experience with content moderation and operations, including design and development of workflows, enforcement strategies, QA, and/or system processes
• Great teammate with the ability to operate autonomously.
• Fast-learner and thrives in a fast paced environment.
• Able to be on on-call rotations and jump on weekends for any urgent issues.

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. 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. Apply for this job