Sell what you’re passionate about. For us and millions of people worldwide, that’s Spotify. Join the Sales team and help build the relationships that drive our growth in current markets and new ones. We don’t just offer creative solutions to our clients and partners — we help shape them, using our expertise in ad products, sales channels, and the industry to influence how the world experiences music and podcasts.

We’re seeking a Senior Customer Support Operations Specialist to work closely with our vendor Customer Support teams that assist advertisers using Spotify Ads Manager, our self-serve advertising platform. In this role, you’ll manage escalations, support daily operations, and help develop a top-tier Customer Support function. You’ll report to the Lead Customer Success Manager and collaborate with the Emerging & Scaled Revenue Programs team.

What You’ll Do
• Act as the main contact for the vendor Customer Support team, answering complex questions, troubleshooting advertiser issues, resolving product-related inquiries, and handling internal Spotify escalations.
• Identify knowledge or skill gaps within the Customer Support team and recommend practical solutions.
• Detect operational inefficiencies or recurring issues that impact support quality or efficiency.
• Own and update the internal Knowledge Base, process documentation, job aids, and training materials, ensuring accuracy and clarity.
• Partner with cross-functional teams to develop training and new processes for product launches.
• Collaborate with vendor training teams on onboarding plans and ongoing learning.
• Support QA efforts by reviewing cases, identifying improvement areas, and noting opportunities for coaching or documentation updates.
• Work with teams such as Product, Product Marketing, Finance, and Sales Systems and Tooling to drive workflow or process updates.

Who You Are
• You have at least 5 years of experience in customer support operations, program management, vendor management, or a similar role, ideally in ad tech or self-serve ad platforms.
• You have experience working with global teams across multiple time zones.
• You are highly proactive and skilled at spotting operational opportunities before they become problems.
• You are detail-oriented, organized, and thorough in maintaining documentation and processes.
• You can respond quickly and effectively to Customer Support inquiries.
• You’re an excellent communicator who collaborates well across teams and stakeholder groups.
• You’re fluent in English; Spanish, Portuguese (Brazil), French, Italian, or German is a plus.

Where You’ll Be
• This role may be based in Toronto, Canada, or Mexico City, Mexico.
• We offer flexibility to work where you’re most productive, with occasional on-site visits and the option to work from home.
• This team collaborates across the EST to PST time zones.

The salary range for this role in Canada is $83,952–$119,932, plus equity and bonus or commission. Benefits include extended health and dental coverage, retirement plans, a monthly meal allowance, 23 paid days off, 13 paid flexible holidays, and other benefits under Canadian employment standards. These ranges and benefits may change in the future.

Spotify is an equal opportunity employer. You are welcome here for who you are — regardless of your background, appearance, or what you listen to. Our platform is for everyone, and so is our workplace. The more diverse voices we include and uplift, the stronger and more innovative we become. Bring your experiences, perspectives, and background — our differences fuel our ability to reinvent how the world listens.

We’re committed to inclusivity and ensuring that our recruitment process is accessible to all. If you need accommodations at any point during the application or interview process, please let us know — we’re here to support you.

Since launching in 2008, Spotify has transformed how the world listens to music. Our mission is to unlock human creativity by giving a million artists the chance to earn a living from their work and billions of fans the opportunity to enjoy and connect with those creators. Everything we do is rooted in our love for music and podcasts. Today, we’re the world’s leading audio streaming subscription service.