Associate Policy Support Specialist

Summary

The job is for an Associate Policy Support Specialist at Spotify's APAC Trust & Safety team. The role involves handling content moderation, escalations, supporting operations teams, cross-functional partnerships, and potentially covering weekends or holidays. A BA/BS degree, Korean or other JAPAC language fluency, 1-2 years of experience in an operations role supporting content moderation, strong stakeholder management skills, excellent communication skills, strong project management skills, ability to facilitate critical conversations, willingness to learn new processes, and the ability to operate autonomously are required.

Requirements

• BA/BS degree required
• Strong preference for Korean or other JAPAC language fluency
• 1-2 years of experience in an operations role supporting content moderation
• 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
• Fast learner and thrives in a fast-paced environment
• Experience working with sensitive, disturbing content

Responsibilities

• Conduct objective and timely investigations into reported content in queues to ensure compliance with Spotify’s policies
• 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