Customer Care Operations Consultant responsible for optimizing service delivery and workforce performance. Leveraging data - driven consulting and emerging technology solutions in a customer care environment.
About the role
- Associate Policy Support Specialist supporting policy enforcement operations at Spotify. Conducting content moderation and crisis management within the Trust & Safety team.
Responsibilities
- Support day-to-day policy enforcement operations, including case review and moderation
- Respond to internal and external inquiries including high tier escalations and legal removals
- Improve the effectiveness of moderation workflows
- Conduct objective and timely investigations into reported content
- Triage and handle high profile and/or time-sensitive critical issues
- Handle crisis management situations
- Support vendor and operations teams through enforcement guidance and training
- Analyze risk trends and track trends to identify patterns
- Work closely with key cross-functional partners to improve processes
- Translate content moderation insights into clear, actionable visualizations
- Collaborate with policy teams and vendors to enhance operational efficiency
- Some weekend or holiday coverage
Requirements
- Bachelor’s degree is required
- At least 1 year of experience in Trust and Safety operations, supporting content moderation and safety issues
- Fluency in both English and in Turkish is required
- Proven experience driving urgent, high priority cases to resolution
- Demonstrate a strong sense of urgency in managing escalations effectively and efficiently
- Strong stakeholder management and interpersonal skills;
- Ability to effectively synthesize complex information for diverse audiences
- Passionate about building a safe space for our users and creators
- Strong understanding of the online safety landscape
- Team player with the ability to operate autonomously
- Strong time management and problem-solving skills with keen attention to detail
- Experience with Salesforce, SQL, and AI tools are a plus
Benefits
- Flexibility to work from home 2 to 3 times per week
- Reasonable accommodations during recruitment process
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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