Product Manager - Customer Service Platform
Product Manager responsible for the vision and roadmap of Spotify’s customer service platform, including advisor tooling, support channels, and foundational APIs. The role requires 4+ years of product management experience and strong technical collaboration skills across engineering and operations.
About the job
Responsibilities
- Own the product vision and roadmap for customer service advisor tools, improving efficiency and user outcomes.
- Define and evolve customer support access across chat, email, social messaging, and emerging channels.
- Strengthen the foundational API layer connecting support systems, focusing on reliability, extensibility, and developer experience.
- Lead initiatives from discovery through launch in partnership with engineering.
- Apply AI and automation thoughtfully to advisor workflows and channel routing.
- Collaborate with engineering, design, data science, and customer service operations.
- Define success metrics, run experiments, and use data and customer insights to prioritize and measure impact.
Requirements
- 4+ years of product management experience in technology-driven environments.
- Systems-oriented understanding of APIs, integrations, platforms, and tooling.
- Ability to partner with engineering teams on API design, system architecture, and technical trade-offs.
- Experience taking products from discovery through delivery.
- Curiosity about customer service and support operations, with empathy for advisors and users.
- Strong communication, alignment-building, and cross-functional collaboration skills.
- Ability to use data, experimentation, customer insight, and judgment to make decisions.
Nice-to-haves
- Experience with AI and automation in customer service or advisor workflows.
- Experience with omnichannel support platforms and channel routing.
Skills
Product Management, APIs, API Design, System Architecture, Integrations, Platform Development, Customer Service Platforms, AI, Automation, Experimentation, Data Analysis, Product Roadmap
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