Product Manager, Customer Service Platform

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.