Product Manager - Customer Service Platform

Description

The Subscriptions Mission builds and evolves Spotify’s subscription products and marketplace experiences to drive sustainable user and revenue growth globally. We focus on awareness, acquisition, activation, retention, and monetization strategies that help users unlock the full value of Spotify while enabling the business to scale efficiently and responsibly.

Spotify's Customer Service Platform powers interactions between our users and support teams. As a Product Manager, you will shape the tools, channels, and foundational APIs that enable our advisors to deliver fast, effective, and empathetic support at scale.

You’ll help improve the advisor experience through intelligent tooling, define how customers reach support across channels, and strengthen the API layer underpinning our service ecosystem. Your work will bring platform thinking together with real human impact, helping our advisors do their best work and improving how users experience Spotify support.

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.

Requirements

• You have 4+ years of product management experience and a track record of delivering impactful products in technology-driven environments.
• You think in systems and understand how APIs, integrations, platforms, and tooling can work together to create leverage across an organisation.
• You are comfortable partnering with engineering teams on API design, system architecture, and technical trade-offs; you don't need to write code, but you can engage confidently in technical conversations.
• You know how to take products from discovery through delivery, balancing thoughtful product development with the pace needed to learn and make progress.
• You are curious about customer service and support operations and bring empathy for both the people providing support and the users receiving it.
• You communicate clearly, can make complex trade-offs understandable, and know how to create alignment across technical and non-technical partners.
• You use data, experimentation, customer insight, and judgement to make decisions and are comfortable adapting when you learn something new.
• You enjoy working collaboratively across disciplines and care about building products that create meaningful outcomes for customers and the people who support them.
• Where You'll Be
• This role is based in London, UK.
• We offer you the flexibility to work where you work best! There will be some in person meetings, but still allows for flexibility to work from home.