Company: Spotify
Team: Emerging & Scaled Revenue Programs (Ad Sales)
Location: Toronto, Canada or Mexico City, Mexico
Employment Type: Permanent, Full-time
Work Model: Hybrid (flexible WFH with occasional in-person site visits)
Time Zone Collaboration: EST–PST
Position Overview
Spotify is seeking a Senior Customer Support Operations Specialist to support and scale customer support operations for Spotify Ads Manager, our self-serve advertising platform. This role partners closely with vendor Customer Support teams that assist advertisers, ensuring high-quality support experiences through strong escalation management, process optimization, documentation ownership, and cross-functional collaboration.
Reporting to the Lead Customer Success Manager, this role is critical to building a best-in-class support operation that enables advertisers to succeed while ensuring operational efficiency, accuracy, and speed across global support teams.
Key Responsibilities
Customer Support Operations & Escalations
- Serve as the primary point of contact for vendor Customer Support teams handling complex advertiser and product-related issues
- Troubleshoot escalated advertiser cases and coordinate resolutions across internal Spotify teams
- Act as the escalation owner for internal Spotify teams requiring Customer Support intervention
Process Improvement & Operational Excellence
- Identify recurring issues, operational inefficiencies, and blockers impacting support quality or response times
- Proactively surface gaps in knowledge, tooling, or workflows and propose actionable solutions
- Partner with cross-functional stakeholders to improve support processes and workflows
Knowledge Management & Enablement
- Own and maintain the internal Knowledge Base, process documentation, job aids, and training materials
- Ensure all documentation is accurate, current, and easy to navigate for support teams
- Support the rollout of new processes and training materials during product launches
Training & Quality Assurance
- Partner with vendor training teams to support onboarding schedules and continuous learning programs
- Support quality assurance efforts by reviewing support cases and identifying coaching or documentation needs
- Flag trends and opportunities for improved agent performance and customer experience
Cross-Functional Collaboration
- Work closely with Product, Product Marketing, Finance, Sales Systems & Tooling, and other stakeholders
- Initiate workflow updates and operational changes based on product updates and support needs
Required Qualifications
Experience
- 5+ years of experience in customer support operations, program management, vendor management, or similar roles
- Experience supporting ad tech platforms or self-serve advertising tools strongly preferred
- Proven experience working with global teams across multiple time zones
Skills & Attributes
- Highly proactive, with strong ability to anticipate operational challenges before they escalate
- Detail-oriented and highly organized, with a strong focus on documentation and process rigor
- Able to respond quickly and effectively to complex support queries
- Excellent communicator with the ability to collaborate across teams and stakeholder groups
Language Requirements
- Fluency in English required
- Additional languages are a plus: Spanish, Portuguese (Brazil), French, Italian, or German
Location & Work Model
- Based in Toronto, Canada or Mexico City, Mexico
- Hybrid work model with flexibility to work from home
- Occasional in-person site visits required
- Collaboration primarily across EST–PST time zones
Compensation & Benefits (Canada)
- Base Salary Range: CAD $83,952 – $119,932 (plus equity, bonus, or commission)
- Extended health and dental coverage
- Retirement savings plans
- Monthly meal allowance
- 23 paid vacation days
- 13 paid flexible holidays
- Additional benefits aligned with Canadian employment standards
(Compensation and benefits may vary by location and are subject to change.)
Benefits & Culture
- Learning and development opportunities through Spotify’s GreenHouse
- Flexible share incentive programs
- Six months global paid parental leave
- Employee wellness support via All The Feels
- Flexible public holidays aligned with personal values
- Inclusive, diverse, and globally distributed work environment