At a Glance
- Tasks: Lead the vision for Spotify's support tools and enhance user experiences.
- Company: Join Spotify, a global leader in music streaming with a vibrant culture.
- Benefits: Flexible work options, extensive learning opportunities, and generous parental leave.
- Other info: Collaborative environment with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer support while working with innovative technology.
- Qualifications: 4+ years in product management with a focus on tech-driven solutions.
The predicted salary is between 63000 - 77000 £ per year.
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.
- 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.
- Extensive learning opportunities, through our dedicated team, Green House.
- Flexible share incentives letting you choose how you share in our success.
- Global parental leave, six months off - for all new parents.
- All The Feels, our employee assistance program and self-care hub.
- Flexible public holidays, swap days off according to your values and beliefs.
- #J-18808-Ljbffr
Product Manager, Customer Service Platform employer: Spotify AB
Spotify is an exceptional employer that fosters a dynamic and innovative work culture in the heart of London. With a strong emphasis on employee growth, you will have access to numerous development opportunities while working alongside industry leaders in programmatic advertising. The collaborative environment encourages creativity and strategic thinking, making it a rewarding place to advance your career in the fast-paced world of digital media.
StudySmarter Expert Advice🤫
We think this is how you could land Product Manager, Customer Service Platform
✨Join Product Management Meetups
Get involved in local product management meetups or workshops. These events are perfect for meeting industry folks, sharing ideas, and staying updated on trends. Plus, you never know who might be hiring—it's a fantastic way to make connections that could lead to a job at places like Spotify AB!
✨Show Off Your Product Sense
Create case studies or mini-projects showcasing your product management skills, and share them on platforms like Medium or LinkedIn. This not only puts your skills on display but also boosts your visibility in the product community. Imagine how impressed the hiring team at Spotify AB would be by your initiative!
✨Utilise Online Communities
Dive into online product management communities like Product Coalition or Mind the Product. Engage in discussions, ask questions, and share your insights. These platforms are goldmines for networking and finding hidden job opportunities—many companies often scout talent from within these circles.
✨Leverage Your University Network
If you’ve recently graduated or are still in uni, tap into your alumni network for connections in product management. Many universities have their own job boards and affinity resources to help graduates land roles. Don't forget to keep an eye out for job openings at Spotify AB through your school's career services!
We think you need these skills to ace Product Manager, Customer Service Platform
Some tips for your application 🫡
Show Off Your Product Passion:When applying for a product management role like Product Manager, Customer Service Platform, let your passion for developing products shine through in your cover letter. Share specific examples of products you've managed, how you solved user needs, and any successful outcomes you've achieved. This is your chance to showcase your understanding of the product lifecycle!
Highlight Your Cross-Functional Skills:Product management isn't just about understanding the product; it’s about collaborating with different teams! Make sure to emphasise your experience working with developers, designers, and marketers. Use your CV to showcase your ability to bridge gaps between these areas, and include relevant experiences that demonstrate your communication and leadership skills!
Include Your Metrics and Achievements:In a full-time product management application, data speaks volumes! Quantify your achievements wherever possible. Did you increase user retention by a certain percentage? Launch a product ahead of schedule? Include these metrics in your CV to paint a picture of your impact and effectiveness in previous roles.
Tailor Your CV to the Role:Make sure your CV is tailored for the Product Manager, Customer Service Platform position at Spotify AB. Use keywords from the job description and ensure your relevant experiences are front and centre. Highlight any certifications or relevant training you’ve completed that will make you stand out as a strong candidate for the role. And remember, we’re excited to see your application on our website!
How to prepare for a job interview at Spotify AB
✨Understand the Product Life Cycle
As a product management candidate, we need to get our head around the complete product life cycle. Be prepared to discuss real-world examples of how you’ve managed product development from ideation to launch. Bring specific insights on tools like JIRA or Trello that can help streamline these processes.
✨Showcase Your Cross-Functional Skills
Product management is all about collaboration. We should be ready to highlight how we’ve worked across teams—think marketing, engineering, and design. Prepare to discuss scenarios where you had to mediate differing opinions and how you got everyone on board with a shared vision.
✨Prepare for Case Studies
In a full-time role, we can expect to encounter case study questions during our interviews. Practise solving hypothetical product problems on the spot, such as prioritising features for a new app or improving user engagement metrics. This will show our analytical thinking and decision-making skills.
✨Know Your Metrics
Let’s face it, numbers are our best friends in product management. We should prepare to discuss key performance indicators (KPIs) and how we've used analytics to inform product decisions. Dive into examples where data has driven our strategy for improvements or justified product changes.
