At Spotify, we’ve connected millions of people to their favorite songs and created a service that people use to discover and enjoy music they love.

We seek a smart, ambitious, and hardworking Director of Global Digital Support to join the Global Customer Support team. This person will oversee Spotify’s digital customer support including the Support site, Social Media Customer Support, and Community. The Director will work in a rapidly changing environment with an eye towards keeping Spotify on the cutting edge of Digital Customer Support. This individual must be passionate about Digital Customer Experience and bringing the Spotify Culture to our users. This position will be based out of our Spotify New York or Stockholm offices.

• Own the end-to-end view across the CS department for digital platforms, in particular Web, Social Media, and Community.
• Work with team managers to analyze digital trends, recommend adjustments to infrastructure and tools, performance targets, and resources in order to maximize results and support our growing organization.
• Oversee the journey towards automation and self-service while improving customer experience and driving adoption. Be the thought leader in our self-service strategy so that any customer issues in this category are being properly owned and resolved.
• Have intimate knowledge of the key metrics and KPIs within the digital support domain and drive towards them.
• Join the CS leadership team as a thought partner on all things support.

• Has a minimum 5-7 years of progressive digital customer support leadership experience, including building and managing best-in-class support infrastructure and processes.
• A strategic thinker with strong analytical skills who will rely on relevant data to find solutions
• Open minded team player with excellent communication skills, asking the right discovery questions to reach full understanding.
• Interact effectively in a global organization located in multiple locations.
• Comfortable working in an Agile environment.
• Creative, passionate and inspiring leader who enjoys hiring, developing, mentoring and motivating top talent.
• Up to 25% domestic and international travel required.