Support daily policy enforcement operations at Spotify's Trust & Safety team by handling escalations, investigating violations, and refining enforcement strategies.
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 Policy Support Specialist to join our growing JAPAC Policy Enforcement Operations team at Trust & Safety. This individual will support daily policy enforcement operations including handling high-tier escalations, as well as conducting thorough and complex reviews of user and creator accounts and investigate potential violations.
This is a 6-month contract role with opportunity for full-time conversion. The standard working hours for this role are from 7:00am to 4:00pm Singapore Time.
What You'll Do
- Triage and handle high-profile and/or time-sensitive escalations, including communication with internal stakeholders.
- Proactively hunt for threats and undetected abuse by using internal data as well as third-party intelligence.
- Analyze qualitative and quantitative data from across numerous sources to advance investigations and support findings with clear, concise evidence.
- Support the design and refinement of enforcement strategies by contributing to review processes, tooling, and infrastructure improvements that enhance efficiency and effectiveness in detecting and confirming account and behavioral policy violations.
- Monitor emerging abuse patterns, identify new exploitation tactics, and share insights and gaps to inform operational strategies.
Who You Are
- BA/BS degree required.
- A minimum of 2+ years of experience in Trust and Safety operations, supporting content moderation and working with sensitive, potentially disturbing content.
- Strong understanding of behavioral abuse and the tactics bad actors use to exploit online platforms.
- Demonstrated ability to and comfort with analyzing complex and ambiguous situations, gathering insights from available data, and making well-reasoned decisions under pressure.
- Experience conducting investigations using various data sources to identify and track bad actor behaviors
- Proactive in identifying emerging threats, linking content violation observations to behavioral abuse, and finding opportunities to improve enforcement processes.
- Proven experience driving urgent, high priority cases to resolution with a strong sense of urgency in managing escalations effectively and efficiently.
- Strong stakeholder management and interpersonal skills, with excellent communication abilities to represent the team during escalations and effectively synthesize complex information for diverse audiences.
- Strong time management and problem-solving skills with a keen attention to detail.
- Highly adaptable to the evolving needs of the team and thrive in a fast-paced environment.
Where You'll Be
- This role is based in Singapore.
- 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.
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.
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