Platform Product Manager, Customer Service — Remote

Spotify AB; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

GreenHouse learning program

Flexible share incentives

Global parental leave

All The Feels employee assistance

Flexible public holidays

Job summary

Spotify is seeking a Product Manager for our Customer Service Platform based in London, UK. You will own the product vision and roadmap for the tools our support advisors use, shaping how customers reach support across chat, email, social messaging, and emerging channels.

Collaborate with engineering, design, data science, and customer service operations to build scalable APIs and tooling. You will measure impact with clear success metrics and explore AI-driven improvements to advisor workflows.

Qualifications

• 4+ years of product management experience in tech environments.
• Experience delivering impactful products and defining roadmaps.
• Strong understanding of APIs, integrations, platforms and tooling.
• Able to partner with engineering on API design and architecture.
• Data-driven decision making with customer insights.

Responsibilities

• Own the product vision and roadmap for the support advisor tools.
• Define how customers access support across chat, email, social messaging, and emerging channels.
• Strengthen the foundational API layer connecting our support systems, focusing on reliability and scalability.
• Take initiatives from discovery through launch, partnering with engineering to ship iteratively.
• Identify opportunities to apply AI and automation within advisor workflows.
• Collaborate with engineering, design, data science, and customer service operations to build scalable capabilities.
• Define meaningful metrics, run experiments, and measure impact.

Skills

Product management

APIs

Systems thinking

Data-driven decisions

Cross-functional collaboration

Tools

Platform tooling

Job description

Spotify is seeking a Product Manager for our Customer Service Platform based in London, UK. You will own the product vision and roadmap for the tools our support advisors use, shaping how customers reach support across chat, email, social messaging, and emerging channels.

Collaborate with engineering, design, data science, and customer service operations to build scalable APIs and tooling. You will measure impact with clear success metrics and explore AI-driven improvements to advisor workflows.