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About the Role

Join the Advertiser Solutions team and build relationships that help grow Spotify's business. You will serve as the primary connection between vendor support teams and the Spotify Ads organization, driving operational excellence across EMEA and JAPAC markets to ensure a consistent, scalable, and high-quality advertiser support experience. You will identify improvement opportunities, lead operational initiatives, and shape frontline support delivery.

Responsibilities

Work closely with vendor management and training teams to ensure support operations across direct and programmatic ads business are running effectively.
Address escalations and issues at a team level.
Monitor key operational metrics and quality indicators to identify trends, measure performance, and inform support program improvements.
Execute on priority initiatives and workstreams on behalf of management.
Identify process, knowledge, or skill gaps within the vendor support team and propose actionable solutions.
Manage complex escalations with Tier 2 Support, Engineering, Product, and Ad Product Quality teams.
Partner with Sales, Customer Success, and other GTM teams to gather feedback, prioritize improvements, and continuously evolve the vendor support program.
Identify operational inefficiencies and recurring support challenges, and drive solutions that improve quality, consistency, and resolution times.
Own and evolve the vendor enablement framework, including onboarding, continuous learning programs, knowledge base content, process documentation, and training materials.
Support the QA process for support agents by reviewing cases, identifying areas for improvement, and flagging opportunities for additional coaching or documentation updates.
Work with cross-functional stakeholders such as Product, Product Marketing, Finance, and Sales System and Tooling to initiate updates in the team’s workflows or processes.

Requirements

5+ years of experience in customer support operations, program management, vendor management, or a related field.
3+ years working within the programmatic advertising ecosystem.
Hands-on experience working with and managing external vendor or BPO support teams.
Strong understanding of digital advertising workflows, including programmatic buying, campaign delivery, troubleshooting, and advertiser support.
Experience working with global teams that span across different time zones.
Highly proactive with a strong ability to identify operational opportunities before they become issues.
Ability to build strong relationships across functions and influence stakeholders across Sales, Product, Engineering, Operations, and external vendor organizations.
Experience driving process improvements and operational change across complex support organizations.
Detail-oriented, organized, and rigorous in maintaining documentation and processes.
Excellent communicator who can translate complexity for a range of stakeholders.
Comfortable working in a fast-moving environment where some structures are still being built.
Ability to thrive when given the autonomy to shape how things work.

Skills

Programmatic advertising
Vendor management
Customer support operations
Program management
Digital advertising workflows
Process improvement
Operational change management
Communication
Stakeholder management

Location

London, UK

Work Type

Hybrid

Experience Level

5+ years

About the Company

Spotify is a global platform for audio, connecting creators and listeners.
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.

Equal Opportunity

Spotify is an equal opportunity employer.
We welcome you 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.
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.