Associate Policy Support Specialist
New York, NY
Public Affairs – Trust & Safety /
Permanent /
Hybrid
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 Policy Enforcement Operations team at Trust & Safety. 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 in queues to ensure compliance with Spotify’s Platform Rules.
- Triage and handle high-profile and/or time-sensitive escalations, including communication with internal stakeholders.
- Support vendor and operations teams through enforcement guidance and training.
- Partner cross-functionally with policy teams and vendors to improve operational efficiency via process improvements, solving for root causes to complex cases.
- Provide feedback on workflows and support policy enforcement design; you work well with ambiguity and are able to be creative to find solutions.
- Work closely with key cross-functional partners (Policy, Legal, Comms, etc.) to improve escalation processes and tooling
- This role will require some weekend or holiday coverage on an on-call basis.
Who You Are
- BA/BS degree required.
- 1-2+ years of experience in an operations role supporting content moderation.
- Passionate about building a safe space for our users and creators; has a strong understanding of the online safety landscape, especially as it relates to free expression.
- Experience driving urgent and high-priority cases through process to resolution.
- Strong 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.
- 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
- This role is based in New York, NY
- We offer you the flexibility to work where you work best! There will be some in person meetings, but still allows for flexibility to work from home. We ask that you come in 2-3 times per week.
The United States base range for this position is $61,051-$87,215, plus equity. The benefits available for this position include health insurance, six month paid parental leave, 401(k) retirement plan, 23 paid days off, 13 paid flexible holidays.
