---
title: 'Product Manager - Customer Service Platform at Spotify'
canonical: 'https://feeny.ai/job/product-manager-customer-service-platform-spotify-london-vg49ft635gk3'
type: 'job'
last_seen: '2026-09-07'
---

# Product Manager - Customer Service Platform at Spotify

- **Company:** Spotify
- **Location:** London, United Kingdom
- **Work type:** hybrid
- **Posted:** 2026-09-02
- **Last confirmed live:** 2026-09-07
- **Apply:** https://jobs.lever.co/spotify/7f0a8faa-f4f5-4db9-9f51-4101d6a29b34

## Job description

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.

## Who You Are

- You have 4+ years of product management experience and a track record of delivering impactful products in technology-driven environments.
- You think in systems and understand how APIs, integrations, platforms, and tooling can work together to create leverage across an organisation.
- You are comfortable partnering with engineering teams on API design, system architecture, and technical trade-offs; you don't need to write code, but you can engage confidently in technical conversations.
- You know how to take products from discovery through delivery, balancing thoughtful product development with the pace needed to learn and make progress.
- You are curious about customer service and support operations and bring empathy for both the people providing support and the users receiving it.
- You communicate clearly, can make complex trade-offs understandable, and know how to create alignment across technical and non-technical partners.
- You use data, experimentation, customer insight, and judgement to make decisions and are comfortable adapting when you learn something new.
- You enjoy working collaboratively across disciplines and care about building products that create meaningful outcomes for customers and the people who support them.

Where You'll Be

- This role is based in London, UK or Stockholm, Sweden.
- We offer you the flexibility to work where you work best! There will be some in person meetings, but still allows for flexibility to work from home.

## About Spotify

## Company Overview
- **One-liner**: Spotify is the world's most popular audio streaming subscription service, connecting users to over 100 million tracks, 7 million podcast titles, and 700,000 audiobooks across 184 markets.
- **Entity Type**: Public (NYSE: SPOT)
- **Headquarters**: Stockholm, Sweden
- **Founded**: 2006
- **Founders**: Daniel Ek and Martin Lorentzon

## Core Business
- Primary industry: Audio streaming and digital media
- Target customers: B2C (consumers via Free and Premium tiers) and B2B (advertisers, artists, and labels through Spotify Advertising and Spotify for Artists)
- Mission: "To deliver creativity to the world—one note, one voice, one idea at a time."

## Products & Services
- **Spotify Free**: Ad-supported streaming of music, podcasts, and audiobooks
- **Spotify Premium**: Subscription tier with offline mode, improved sound quality, and ad-free listening
- **Spotify for Artists**: Analytics, promotion, and monetization tools for creators
- **Spotify Advertising**: Programmatic and self-serve ad platform for brands
- **Audiobooks**: Catalog of 700,000+ audiobook titles (market entry in 2022)

## Market Standing
- **Valuation/Market Cap**: Not disclosed in available sources; stock price reported at USD 391.23 (as of 2024-10-29)
- **Key Metric**: Annual Revenue EUR 17.2B; 777 million monthly users including 300 million subscribers (per Spotify Newsroom). Note: LinkedIn company data lists 365M users/165M subscribers — conflicting reports, likely reflecting an older snapshot.
- **Notable Investors/Partners**: Series A of USD 21.6M with 5 investors (2008); debt financing of USD 1.0B (2016); convertible notes in 2016 and 2021. Key acquisitions include Sonantic (2022), Mediachain (2017), and Tunigo (2013).
- **Growth Signals**: Headcount grew +14.2% YoY to 8,921 employees; 9 offices across 4 countries; expansion into audiobooks; 300M+ paying subscribers.

## Competitive Advantages
- Scale: largest audio streaming subscriber base globally
- Data and AI personalization: mature recommendation engines and AI-driven discovery
- Multi-format audio ecosystem: music, podcasts, and audiobooks in a single app
- Strong brand recognition and deep creator relationships

## Strategic Focus
- AI-powered personalization and generative audio tools
- Audiobook market expansion
- Podcast ecosystem growth
- Creator monetization and artist tools

## Why Work Here
- Employer rating 4.0/5.0 from 2,155 reviews (Work-Life: 4.2, Compensation: 3.9, Culture: 4.0, Career: 3.5)
- **Work

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