Customer Service Social Media Associate
Spotify | Cambridge, UK
Posted here June 24
At Spotify, we’ve connected millions of people to their favorite songs and created a service that people use to discover and enjoy music they love. Spotify is growing fast, now available in 79 markets globally with more than 159 million active users and over 100 million paying subscribers.
We’re seeking three passionate, creative, and motivated CS Social Media Associates to join our Global Customer Service team for a temp contract, 12 months. This position is based out of the Spotify Cambridge, UK office.
Reporting to the CS Social Media Team Lead, your mission will be to deliver amazing social customer care experiences that drive positive brand sentiment and awareness. You will anticipate and support the needs of our Global Customer Service teams, responding to questions and customer concerns, and recommending process improvements as needed. You will work collaboratively and independently to drive innovation and enhance the customer experience. This role includes creative communications, project management and analysis.
What you’ll do
You will respond to general and technical inquiries on Spotify’s social channels such as Twitter, Facebook, and the Spotify Community
Dedicatedly communicate emerging customer-facing issues and concerns to internal and outsourced teams
Create graphics and other original content for Spotify’s social media channels
You will provide real-time listening, engagement, and support for our global marketing campaigns
Collaborate with CS leadership and your peers to improve the support experience for customers and creators
Create reports using Social Media and Community Analytics tools and personal analysis
Strive to deliver unique personalized interactions that amplify Spotify’s brand and demonstrate best in class social care
Road manage projects and initiatives to improve quality and metrics
Work as part of the team to ensure a positive and professional environment
Perform additional duties as required
Help empower our global sites to become more self-sufficient by facilitating regular alignment meetings and responding to help requests
Who you are
You have experience working in a customer-centric environment that offer extraordinary service
Knowledge of working in the technology sector and/or for a subscription service a plus
Inquisitive and always looking to iterate on and improve existing processes
Fluent in written English; additional language competencies a plus
Can collaborate positively within a fast changing and dynamic environment
Strong communicator with excellent writing, grammar, and people skills
You are a multitasker with excellent organizational skills with high personal productivity with demonstrated follow-up
Daily use of social media technologies a plus
Graphic design, video editing, or illustration skills a plus
Be able to work from Monday to Friday from our Cambridge office, UK
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