# Product Manager, Customer Service Platform

**Company**: Spotify
**Location**: London
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://jobs.lever.co/spotify/7f0a8faa-f4f5-4db9-9f51-4101d6a29b34?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_718b9845-40e

## Description

The Subscriptions Mission at Spotify builds and evolves subscription products and marketplace experiences to drive sustainable user and revenue growth globally.

As a Product Manager for the Customer Service Platform, you will shape the tools, channels, and foundational APIs that enable advisors to deliver fast, effective, and empathetic support at scale.

## Responsibilities

- Own the product vision and roadmap for the tools used by support advisors daily, improving efficiency and enabling better outcomes for users.

- Define and evolve how customers access support across various channels, ensuring the right contact reaches the right advisor at the right time.

- Strengthen the foundational API layer connecting support systems, focusing on reliability, extensibility, and developer experience.

- Take initiatives from discovery through launch, partnering with engineering to ship iteratively and deliver meaningful outcomes.

- Identify opportunities to 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 serving both advisors and users.

- Define success metrics, run experiments, and use data and customer insights to make prioritization decisions and measure impact.

## Requirements

- 4+ years of product management experience in technology-driven environments.

- Experience with APIs, integrations, platforms, and tooling.

- Comfortable partnering with engineering teams on API design, system architecture, and technical trade-offs.

- Ability to take products from discovery through delivery, balancing product development with the pace needed to learn and make progress.

- Curiosity about customer service and support operations, with empathy for both support providers and users.

- Clear communication skills, ability to make complex trade-offs understandable, and creating alignment across technical and non-technical partners.

- Data-driven decision-making, with comfort adapting to new information.

## Location

- Based in London, UK or Stockholm, Sweden, with flexibility to work remotely.

## Skills

### Required
- product management
- APIs
- integrations
- platforms
- tooling
- AI
- automation
- data analysis

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Source: [Apply at jobs.lever.co](https://jobs.lever.co/spotify/7f0a8faa-f4f5-4db9-9f51-4101d6a29b34?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)