Product Manager - Customer Service Platform

Spotify
London, Stockholm
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 4+ yearsSkills: ["Empathy","Communication","Collaboration","Data-driven decision making","Strategic prioritization"]

Own the vision and roadmap for the tools support advisors use daily. Define how customers access support across chat, email, social messaging, and emerging channels, and strengthen the foundational API layer for reliability, extensibility, and developer experience. Lead initiatives from discovery through launch by partnering with engineering, design, data science, and support operations. Use metrics, experiments, and customer insights to prioritize, measure impact, and explore AI and automation in advisor workflows.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Spotify
Spotify
6 days ago

Product Manager - Customer Service Platform

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Own the vision and roadmap for the tools support advisors use daily. Define how customers access support across chat, email, social messaging, and emerging channels, and strengthen the foundational API layer for reliability, extensibility, and developer experience. Lead initiatives from discovery through launch by partnering with engineering, design, data science, and support operations. Use metrics, experiments, and customer insights to prioritize, measure impact, and explore AI and automation in advisor workflows.
Location: London, Stockholm
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Own the product vision and roadmap for tools support advisors use every day to improve efficiency and outcomes for users.
  • •Define and evolve how customers access support across chat, email, social messaging, and emerging channels.
  • •Strengthen the foundational API layer connecting support systems, focusing on reliability, extensibility, and developer experience as the platform scales.
  • •Take initiatives from discovery through launch, partnering closely with engineering to ship iteratively and deliver meaningful outcomes.
  • •Identify opportunities to apply AI and automation within advisor workflows and channel routing and define success metrics through experiments and data.

Key Requirements

  • •4+ years of product management experience delivering impactful products in technology-driven environments.
  • •Systems thinking with understanding of APIs, integrations, platforms, and tooling.
  • •Ability to partner with engineering on API design, system architecture, and technical trade-offs through technical conversations.
  • •Experience taking products from discovery through delivery while balancing learning pace and progress.
  • •Comfort bringing empathy and curiosity about customer service and support operations for both support providers and users.
Experience:4+ yearsCustomer serviceTechnology-driven environments
Skills:EmpathyCommunicationCollaborationData-driven decision makingStrategic prioritization
Tech Stack:APIsIntegrationsPlatformsToolingChatEmailSocial messagingAIAutomation

Company Brief

Spotify
Provides a music, podcast and audio streaming service offering on-demand access to millions of tracks and podcasts, personalized recommendations, and advertising and subscription-based tiers for listeners and creators worldwide.
Industry: Streaming Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Stockholm, Sweden
Founded: 2006
Glassdoor
Glassdoor: 4.1
WebsiteLinkedInGlassdoor