About the role
Sell what you love. For us and millions of users across the globe, that’s Spotify. Join the Sales team and you’ll build the relationships that help grow our business in existing markets and beyond. We don’t just sell creative solutions to our clients and partners, we help to shape them; using our expert knowledge of ad products, sales channels and the industry to impact the way the world experiences music and podcasts. We are looking for a Technical Support Operations Lead to partner closely with our vendor Technical Support teams. These teams support advertisers, sales partners, and internal stakeholders by resolving bugs, incidents, and platform issues. In this role, you’ll handle escalations, support day-to-day operations, and help build a high-quality technical support function. You’ll act as a bridge between customers and engineering, helping resolve issues efficiently and improving the overall support experience. \n
What You'll Do Lead the day-to-day operations of vendor Technical Support teams, ensuring timely and accurate resolution of technical issues across advertiser and internal requests Serve as the primary escalation point for complex technical issues, troubleshooting and resolving problems before escalating to Engineering where possible Partner with Product and Engineering to prioritize and resolve bugs, and support the incident management process with clear and actionable information Build and improve escalation workflows and processes to ensure efficient communication between support, product, and engineering teams Identify recurring issues and root causes, and advocate for long-term fixes that improve platform stability and reliability Own and maintain the technical knowledge base, troubleshooting guides, and escalation documentation to ensure clarity and usability Identify skill gaps within the support team and support onboarding and ongoing learning programs in partnership with vendor training teams Review support cases to identify trends, improve quality, and enhance support effectiveness Collaborate cross-functionally with Product, Engineering, Product Marketing, Sales Systems, and other teams on launches, known issues, and improvements
