Global Community Manager, Customer Service

We are looking for a passionate community strategist with a clear view of how to build and run a world-class customer community. As Global Community Manager, you will be responsible for leading our Community Team, which cultivates the Rock Star superuser program, runs community moderation, improves forum features and functionality, and amplifies the voice of the customer throughout Spotify.

You will collaborate with colleagues in Customer Support, Product Management, Communications, and Analytics in a fast-paced environment.

This position will be based out of Spotify’s Stockholm, Sweden; Cambridge, UK; or New York, NY offices and include some international travels. You will report to the Associate Director, CS Social Media.

What you’ll do

  • Help set the long-term vision for customer self-service and community operations
  • Refine, update, and execute on the strategy for the Spotify Community, including our Rock Star Program, Idea Exchange, and moderation service
  • Manage a high-performing team and join a leadership group that is focused on developing engaged, creative, empowered, and authoritative individual contributors
  • Review and drive critical metrics that capture health, activity, and engagement on the community, as well as the productivity and performance of the team
  • Own backlog of improvement initiatives, including project definition, priorities, dependencies, and incorporation into CS planning
  • Clearly communicate your vision, initiatives, and progress against plans to all partners – tailoring communication as appropriate to ensure relevance to the audience
  • Champion the voice of the customer by following through on processes that gather and deliver actionable product feedback
  • Help to expand a culture that stimulates innovation and rewards proactive problem solving
  • Maintain expertise in our community platform, including system design, analytics, and administration
  • Stay at the forefront of industry trends and network with peers in digital care to benchmark, understand, and create a best in class community
  • Strengthen the relationship with our platform vendor through transparent communication, participation in product betas, and feedback sessions 
  • Review and validate that Community Operations (systems, processes, content) are aligned with company policies, including privacy and security

Who you are

  • You are passionate about community-driven customer support
  • You have 3+ years of community management experience
  • You have additional technical support, customer service, and external communications experience
  • You have excellent English language skills; additional language skills a plus
  • You have knowledge of community management software; familiarity with Khoros Community and Care platforms is a plus
  • You know how to influence decision making at all levels within an organization, and in a variety of contexts
  • You have inclusive and collaborative working habits
  • You care about data driven decision-making
  • You have strong knowledge of the Spotify product
  • You have basic understanding of HTML, CSS; JavaScript is a plus
  • You are proficient in Jira and Tableau
  • You have strong people, project, and event management skills

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