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Product Manager - Customer Service Platform

Spotify· Product
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Hybrid (London)PermanentPosted 1mo ago

About the role

Product Manager for Spotify's Customer Service Platform within the Subscriptions mission, focusing on tools, channels, and API foundations that enable advisors to deliver scalable, empathetic support and improve user experience.

Responsibilities

  • Own the product vision and roadmap for the tools our support advisors use every day, improving efficiency and enabling better outcomes for users.
  • Define and evolve how customers access support across chat, email, social messaging, and emerging channels, helping the right contact reach the right advisor at the right time.
  • Strengthen the foundational API layer connecting our support systems, with a focus on reliability, extensibility, and developer experience as the platform scales.
  • Take initiatives from discovery through launch, partnering closely with engineering to ship iteratively, learn quickly, and deliver meaningful outcomes.
  • Identify opportunities to thoughtfully apply AI and automation within advisor workflows and channel routing to improve speed, accuracy, and the advisor experience.
  • Collaborate with engineering, design, data science, and customer service operations to build scalable capabilities that serve both advisors and users.
  • Define meaningful success metrics, run experiments, and use data and customer insights to make clear prioritisation decisions and measure impact.

Qualifications

  • 4+ years of product management experience and a track record of delivering impactful products in technology-driven environments.
  • Systems thinking: APIs, integrations, platforms, and tooling can work together to create leverage across an organisation.
  • Comfort partnering with engineering teams on API design, system architecture, and technical trade-offs; able to engage in technical discussions without needing to write code.
  • Experience taking products from discovery through delivery, balancing thoughtful product development with the pace needed to learn and progress.
  • Curiosity about customer service and support operations with empathy for both providers and users.
  • Clear communication, ability to translate complex trade-offs, and capability to align technical and non-technical partners.
  • Data-driven decision-making with experimentation and customer insight; comfortable adapting as needed.
  • Collaborative mindset across disciplines and a focus on meaningful customer outcomes.

Skills

Required:Product managementAPI design and system architecturedata-driven decision making
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Spotify

Music for everyone

Spotify is a digital music service that gives you access to millions of songs.

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