Sr. Customer Support Operations Specialist, Emerging & Scaled

Sell what you love. For us and millions of users across the globe, that’s Spotify. Join the Sales team and you’ll build the relationships that help grow our business in existing markets and beyond. We don’t just sell creative solutions to our clients and partners, we help to shape them; using our expert knowledge of ad products, sales channels and the industry to impact the way the world experiences music and podcasts.

We are looking for a Sr. Customer Support Operations Specialist to partner closely with our vendor Customer Support teams who assist advertisers using Spotify Ads Manager, our self-serve advertising platform. In this role, you will be responsible for handling escalations, supporting day to day operations and will help build a best in class Customer Support team. Reporting to the Lead Customer Success Manager and working within the Emerging & Scaled Revenue Programs team.

What You’ll Do:
• Serve as a point of contact for the vendor Customer Support team to answer complex queries. You will help them troubleshoot advertiser issues and resolve product-related queries in a timely manner, as well as be the point person for any internal Spotify team escalations.
• Identify knowledge or skill gaps within the Customer Support team and propose actionable solutions.
• Spot operational inefficiencies or recurring blockers affecting support quality or speed.
• Own and maintain the internal Knowledge Base, process documents and job aids, and training materials used by the Customer Support team, ensuring content is accurate, up-to-date, and easy to navigate.
• Work with cross functional teams to set up training and create new processes when new products launch.
• Work with vendor training teams on onboarding schedules and continuous learning opportunities.
• Support the QA process for Customer Support agents by reviewing cases, identifying areas for improvement, and flagging opportunities for additional coaching or documentation updates.
• Work with cross-functional stakeholders such as Product, Product Marketing, Finance, and Sales System and Tooling to initiate updates in the team’s workflows or processes.

Who You Are:
• You have a minimum of 5+ years of customer support operations, program management, vendor management, or a similar role. Ideally within ad tech or self-serve ad platforms.
• You have experience working with global teams that span across different time zones.
• You are highly proactive, with a strong ability to identify operational opportunities before they become issues.
• You are detail-oriented, organized, and rigorous in maintaining documentation and processes.
• You are able to respond quickly and effectively to queries from the CS team.
• You are an excellent communicator who can work across multiple teams and stakeholder groups.
• You are fluent in English; Spanish, Portuguese (Brazil), French, Italian, or German a plus.

Where You’ll Be:
• This role can be based in Toronto, Canada or Mexico City, Mexico.
• We offer you the flexibility to work where you work best! There will be some in person site visits, but still allows for flexibility to work from home.
• This team operates within the EST to PST time zone for collaboration.

The Canada base range for this position is $83,952 - $119,932 plus equity, plus bonus or commission. Benefits available for this position include extended health and dental coverage, retirement savings plans, monthly meal allowance, 23 paid days off, 13 paid flexible holidays, and other benefits in accordance with Canadian employment standards. These ranges and benefits may be modified in the future.

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.

At Spotify, we are passionate about inclusivity and making sure our entire recruitment process is accessible to everyone. We have ways to request reasonable accommodations during the interview process and help assist in what you need. If you need accommodations at any stage of the application or interview process, please let us know - we’re here to support you in any way we can.

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.