Job Responsibilities : Senior Associate, Customer Service
Salary : $14 per hour
Company : Spotify
Location : Remote US
Responsibilities
- 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
Skills
- 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 who’s 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
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