Premium R&D is looking for a senior engineering leader to lead the group building and expanding Spotify’s Customer Support Platform (CSAT Tribe).
CSAT is responsible for providing solutions that powers the customer support experiences across self-service, contextual and partner integrated support solutions for over 230M+ users in 79 and growing markets. These users are not only supported directly, but also through 1000+ customer advisors who engage with them every day.
In this role, you’ll grow and lead engineering for the CSAT tribe, an expanding team with 40+ members split across our Stockholm and New York offices. The team is responsible for development of the overall support platform for Spotify with a mission to amplify the voice of the customer while creating effortless and proactive help experiences through solutions such as self-help, AI powered chat, advisor tooling and integrated partner based solutions.
What you’ll do
- Working in close collaboration with your peers in product, design and product insights to lead engineering and deliver a world class support platform not only for Premium, but for the whole of Spotify.
- Responsible for growing a healthy, collaborative engineering and product development culture in line with the company values
- Developing technology strategies in support of the business goals and product vision/strategy for the customer support experience space, in collaboration with key stakeholders across Spotify
- Accountable for the development and performance of the engineering leadership of the tribe and the broader business unit
- Directly managing the senior-most individual contributing engineers, staying close to the technical architecture and decision-making in our cross-BU technical steering councils
- Expected to own and drive strategic, cross tribe engineering initiatives from time-to-time
Who you are
- You have real-world experience leading and scaling engineering in organizations of 40+ people and have a proven track record of successfully operating as a “leader of leaders”
- You’re passionate about technology, people and the opportunity to enable and shape Spotify’s ability to provide the best support experiences possible.
- You have relevant domain knowledge that will allow you to enable large scale customer support solutions for Spotify as a whole.
- You have a strong technology background and experience in providing solutions that are balancing build vs. buy options for the best customer and stakeholder outcomes.
- You’re passionate about establishing strategies that enable teams to succeed
- You have experience in hiring, coaching and growing high-performing teams across geographically and time zone dispersed locations.
- You have strong communication skills and can navigate an ever-evolving, matrixed organisation across multiple offices/time zones where priorities are often in competition.
- You’re open to travel from time-to-time and capable of leading remote teams as effectively as those you work on-site with
You are welcome at Spotify 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 brilliant. 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.
Spotify transformed music listening forever when we launched in 2008. Our mission is to unlock the potential of human creativity by giving a million creative artists the opportunity to live off their art and billions of fans the opportunity to enjoy and be inspired by these creators. Everything we do is driven by our love for music and podcasting. Today, we are the world’s most popular audio streaming subscription service with a community of more than 286 million users.
