Business Strategy & Operations Lead integrating insights and market knowledge for Spotify in Brazil. Driving strategic clarity and business performance within the music business team.
About the role
- Operations Specialist supporting day-to-day activities of EMEA two-sided partner marketplace. Ensuring smooth store operations and delivering exceptional customer service.
Responsibilities
- Monitor daily orders to ensure successful acceptance by marketplace partners, identifying and resolving any discrepancies or issues
- Troubleshoot and resolve operational challenges such as rejected orders, cancellations, order recovery, returns, and payment-related issues
- Act as the first point of contact for store production issues, ensuring timely escalation and collaboration with IT or relevant personnel to address system problems
- Manage the B2C support mailbox, responding to external inquiries (partners and customers) and internal team requests efficiently and professionally
- Provide timely and effective support to partners in processing orders, RMAs, and requests for additional information, ensuring smooth fulfillment and order management
- Respond to customer inquiries regarding product requests, order status, and general support needs
- Handle customer complaints with empathy and professionalism, ensuring satisfactory outcomes and escalating unresolved issues to management when necessary
- Foster positive relationships with customers to enhance satisfaction and loyalty
- Regularly review the order queue to identify and resolve stuck orders, ensuring smooth transaction flow
- Conduct analysis on rejected orders to identify trends, root causes, and areas for improvement
- Oversee customer billing processes and generate reports on store KPI performance, trends, and insights for internal stakeholders
Requirements
- 3+ years of experience in operations, customer support, or marketplace management (experience in e-commerce or multi-partner environments is a plus)
- Strong analytical and problem-solving skills with a keen attention to detail
- Excellent verbal and written communication skills in English (additional languages relevant to EMEA are a plus)
- Proficiency in using back-office tools, partner-facing portals, and CRM or ticketing systems
- Ability to work independently in a fast-paced, dynamic environment
- Familiarity with marketplace operations and partner ecosystems is highly desirable
- Language skills in EMEA markets a plus
Benefits
- Health subscription (Regina Maria IMM Ultra)
- 24 annual vacation days
- Meal vouchers
- Worldclass preferential subscription
- Salarium account for instant access to salary
- Bookster subscription
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