Remote Customer Experience Manager at Spotify

Company Overview:
Spotify is a leading music streaming platform that revolutionizes the way people discover and enjoy music. With a strong commitment to innovation and creativity, Spotify values diversity and inclusivity in its workforce. Embracing a remote-first culture, we provide opportunities for employees to work from anywhere in the USA, fostering a flexible and collaborative work environment.

Position Summary:
As a Remote Customer Experience Manager at Spotify, you will play a key role in ensuring exceptional customer support and satisfaction. You will lead a team of remote customer support representatives, driving customer-centric strategies and initiatives to enhance the overall customer experience.

Key Responsibilities:
- Manage and coach a team of remote customer support representatives to deliver high-quality service
- Develop and implement customer experience strategies to improve customer satisfaction and retention
- Analyze customer feedback and data to identify trends and areas for improvement
- Collaborate with cross-functional teams to address customer issues and enhance service delivery
- Monitor key performance indicators and metrics to assess team performance and customer satisfaction

Required Qualifications:
- 3+ years of experience in a customer experience or customer support management role
- Proven track record of driving customer satisfaction and retention initiatives
- Strong communication and leadership skills to effectively manage a remote team
- Experience working in a remote environment with proficiency in remote collaboration tools
- Ability to adapt to a fast-paced and dynamic work environment
- Bachelor's degree in Business Administration or related field

Technical Requirements:
- Dedicated home office space with high-speed internet connection
- Proficiency in using remote collaboration tools such as Zoom, Slack, and Google Workspace
- Comfortable working in a flexible schedule with occasional overlap with PST time zone

Desired Skills:
- Experience in implementing customer experience technologies and tools
- Knowledge of data analytics and reporting tools for customer feedback analysis
- Strong problem-solving skills and ability to make data-driven decisions
- Passion for music and understanding of the music industry trends

Compensation & Benefits:
- Competitive annual salary range of $80,000 - $100,000 based on experience
- Home office stipend or equipment provided for remote work setup
- Flexible working hours with consideration for work-life balance
- Virtual onboarding process and training sessions
- Remote team collaboration tools including Slack, Zoom, and Asana
- Communication expectations set for regular check-ins and team meetings
- Virtual team building activities to foster team camaraderie
- Occasional travel requirements for team meetups and company events

How to Apply:
To apply for the Remote Customer Experience Manager position at Spotify, please submit your resume and cover letter detailing your relevant experience and qualifications to our online application portal. We look forward to reviewing your application and welcoming you to our remote team at Spotify.