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Automation and Self-Serve Designer, Customer Service
Spotify, United Kingdom
Experience
1 Year
Salary
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Aug 29, 2023
Last Date
Sep 29, 2023
Location(s)
Job Description
Our mission in Spotify Customer Service is to create an effortless and meaningful support experience so that all users who need help can quickly get back to listening to their favourite audio.
We are looking for a collaborative, analytical, and strategic self-serve and automated support expert to join our Customer Service Automation team.
You will be part of a team that manages our digital self-serve strategy, helping our customers get fast resolution through personalised automated assistance.
You will understand our customer journeys - orchestrate, design, and build our digital self-serve solutions. You also understand our advisors workflows and how to use our automation capabilities to assist them in delivering a world-class support experience.
Collaboration is key in this role and you’ll work closely with our external partners, internal development, and Customer Service teams.What You'll Do: - Continuously improve our customers' self-serve journeys, optimising for an effortless and personalised experience.
- Through data analysis, you’ll understand what our customers are contacting us about, know how our self-serve journeys are performing, and therefore where to iterate and improve.
- Optimise the support experience from self-service, to conversation creation, to resolution.
- Work cross-functionally with our Customer Experience, Content, Community and development teams amongst others, detailing customer journeys and leveraging automation to help improve the self-service experience.
- Use data to help communicate the value of different strategies.
- Design and assist with building automated self-serve solutions using our bot infrastructure.
- Ensure appropriate monitoring, reporting and alerting is in place.
Who You Are: - Experienced in Customer Journey mapping and automated conversational design.
- Adept in understanding, designing and optimising self-serve customer journeys to provide an efficient, automated customer experience.
- Comfortable in making data-informed decisions - A/B experimentation, data analysis, defining success metrics.
- Possess a continuous improvement mindset.
- A great communicator, you bring clarity to projects, define clear goals and success criteria.
- An excellent analytical and problem-solving skills.
- Experienced in project management and like to manage several initiatives concurrently.
- Secure using uncertainty as an opportunity to innovate.
- Comfortable working in an agile environment to make sure lessons learnt are incorporated into our way of working.
- Experienced working with automated customer facing bot workflows.
Where You'll Be: - We are a distributed workforce enabling our band members to find a work mode that is best for them!
- This role is a part of the Customer Experience job family and can be based in our Cambridge, London, Stockholm or NYC offices.
Spotify is an equal opportunity employer. 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 forward-thinking! 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 chance to enjoy and be passionate about 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. Job Specification
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