About Company
Spotify transformed music consumption, creating a global platform that connects millions of fans with their favorite artists and podcasts. Our mission is to unlock the potential of human creativity by giving a million creative artists the opportunity to live off their art and a billion fans the opportunity to enjoy and be inspired by it. We are a dynamic, innovative, and inclusive company committed to fostering a culture where everyone can thrive. Join us in shaping the future of audio.
Job Description
Are you passionate about music and dedicated to delivering exceptional service? Spotify is looking for enthusiastic and empathetic Customer Experience Representatives to join our vibrant team with an immediate start. In this pivotal role, you’ll be the friendly voice and helpful hand for our global community of users, resolving inquiries, troubleshooting issues, and ensuring every interaction leaves a positive impression. You’ll be instrumental in maintaining Spotify’s reputation for outstanding user support, helping our users enjoy an uninterrupted and premium audio experience. This is an exciting opportunity to work for a world-renowned brand, learn cutting-edge tools, and grow your career in a fast-paced, forward-thinking environment where your love for music and problem-solving skills will shine. We value curiosity, a proactive approach, and a genuine desire to help others.
Key Responsibilities
- Respond promptly and efficiently to customer inquiries via email, chat, and potentially phone, maintaining a high level of professionalism and empathy.
- Diagnose and resolve technical issues related to account management, billing, streaming, device compatibility, and application functionality.
- Educate users on Spotify features, products, and services, ensuring they get the most out of their subscription.
- Document all customer interactions accurately and thoroughly in our CRM system.
- Collaborate with internal teams, including product development and engineering, to escalate complex issues and provide feedback for service improvement.
- Identify trends in customer feedback and suggest improvements to enhance the overall user experience.
- Maintain up-to-date knowledge of Spotify's offerings, policies, and troubleshooting procedures.
- Contribute to a positive team environment, sharing best practices and supporting colleagues.
Required Skills
- Excellent written and verbal communication skills in English.
- Strong problem-solving abilities and a keen attention to detail.
- Proficiency with common computer operating systems and web browsers.
- Ability to navigate and utilize multiple software applications simultaneously.
- Demonstrated empathy and patience when dealing with diverse customer needs.
- A genuine passion for music, podcasts, and the Spotify brand.
- Ability to work independently and as part of a remote team.
- Proven track record of reliability and strong work ethic.
Preferred Qualifications
- 1+ years of experience in customer service, tech support, or a call center environment.
- Familiarity with CRM software (e.g., Salesforce, Zendesk).
- Experience with music streaming services or digital media platforms.
- Ability to communicate in a second language (e.g., Spanish, French).
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Paid time off and generous holiday schedule.
- 401(k) matching program.
- Employee assistance program (EAP).
- Access to Spotify Premium subscription and exclusive content.
- Opportunities for professional development and career growth.
- A dynamic, inclusive, and supportive remote work culture.
- Virtual team events and wellness initiatives.
How to Apply
Ready to hit play on your new career? We’re excited to learn more about you! Please click on the application link below to submit your resume and cover letter. Make sure to highlight your customer service experience and your passion for music. We look forward to reviewing your application!