Associate Policy Support Specialist

About Spotify

Spotify Trust & Safety is dedicated to creating a platform that’s safe for users and creators and true to our values.

Job Summary

We are looking for an outstanding Associate Policy Support Specialist to join our growing EMEA Policy Enforcement Operations team at Trust & Safety. In this role, you will support our day-to-day policy enforcement operations, including case review and moderation, responding to internal and external inquiries including high tier escalations and legal removals, and improving the effectiveness of moderation workflows.

Key Responsibilities

• Conduct objective and timely investigations into reported content to ensure compliance with Spotify’s policies and regulatory requirements
• Triage and handle high profile and/or time-sensitive critical issues, including communication with internal and external partners
• Handle crisis management situations, including managing sensitive events and ensuring timely action and communication
• Support vendor and operations teams through enforcement guidance and training
• Analyze risk trends and track trends to identify patterns and inform operational strategies
• Work closely with key cross-functional partners to improve escalation processes, enforcement workflows, and tooling
• 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
• This role will require some weekend or holiday coverage on an on-call basis

Requirements

• Bachelor’s degree is required
• At least 1 year of experience in Trust and Safety operations, supporting content moderation and safety issues (e.g. graphic violence, child exploitation, offensive or derogatory language, and other objectionable material)
• Fluency in both English and in German is required
• Proven experience driving urgent, high priority cases to resolution
• Demonstrate a strong sense of urgency in managing escalations effectively and efficiently
• Strong stakeholder management and interpersonal skills; excellent communication abilities to represent the team during escalations
• Ability to effectively synthesize complex information for diverse audiences
• Passionate about building a safe space for our users and creators
• Demonstrate a strong understanding of the online safety landscape, especially issues related to free-expression and the rapidly evolving regulatory space
• A team player with the ability to operate autonomously
• 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
• Experience with Salesforce, SQL, and AI tools