Product Manager - Customer Service Platform

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

What you'll do

• 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