The Policy Support Specialist will investigate reported content, handle escalations, analyze risk trends, support operational efficiency, and collaborate with teams to enhance compliance.
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 our day-to-day policy enforcement operations to include case review and moderation, handling high tier escalations, monitor risk trends, and translate data into actionable insights in order to help ensure Spotify is a safe and positive experience for everyone.
What You'll Do
- 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.
- Analyze risk trends and monitor key metrics to identify patterns and inform operational strategies.
- Translate content moderation insights into clear, actionable visualizations to guide decision-making.
- Collaborate with policy teams and vendors to enhance operational efficiency by implementing process improvements and addressing root causes of complex cases.
- Recommend and support process improvements to enhance policy enforcement and operational efficiency.
- This role will require some weekend or holiday coverage on an on-call basis.
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.
- Proficiency in English and at least one Southeast Asian language is preferred
- Proficient in data visualization tools such as Tableau, Looker Studio, or similar.
- Data-driven, using metrics and analytics to inform and guide decision-making. Proficiency in SQL is a plus.
- Experienced in working with queues and handling cases in Salesforce.
- Passionate about building a safe space for our users and creators; has a strong understanding of the online safety landscape, especially as it relates to free expression.
- 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.
Top Skills
Looker Studio
Salesforce
SQL
Tableau
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