Engineering Manager - Customer Service Platform

Join to apply for the Engineering Manager - Customer Service Platform role at Spotify

Engineering Manager - Customer Service Platform

Join to apply for the Engineering Manager - Customer Service Platform role at Spotify

Get AI-powered advice on this job and more exclusive features.

We're looking for an experienced Engineering Manager to join the Customer Service technology team.

The Customer Service Platform (CSP) own and operate all the technology used throughout the customer's journey to get help from support.spotify.com through conversation channels to tooling that empowers thousands of customer service agents. The work we do directly impacts millions of Spotify customers every month and positively shapes their experience of Spotify at perhaps its lowest point.

CSP is entering a transformative phase, with generative AI set to play a growing role in customer service. In this pivotal position, you’ll help shape the future of CSP in a GenAI-driven world—combining technical vision with empathetic leadership to guide our people through meaningful change.

What You'll Do

• Manage two teams of engineers building tooling and workflows for our customer service agents
• Lead the R&D that powers every conversation between our customers and Spotify customer service
• Be a technology expert in defining and communicating the practical possibilities and opportunities of generative AI
• Shape and drive the multi-year transition to a customer service model that is deeply rooted in generative AI
• Work closely across R&D disciplines and business stakeholders to ensure timely and effective delivery and communications of multiple parallel projects
• Support the launch of every key Spotify feature by ensuring that CS agents have the tools and empowerment that they need
• Own relationships with CS technology SaaS vendors, influencing their product roadmaps, holding them to account on technological performance, and building ever stronger connections
  
  

• Extensive Engineering Management experience, with a track record of leading large-scale, transformational projects in tech-driven environments
• Empathetic to the engineers that you manage and curious to find the best ways to enable their growth and success
• Working knowledge or experience applying Generative AI/NLP to solve user-facing or operational problems
• Proven ability to turn strategy into actionable plans and deliver measurable results in fast-paced, cross-functional teams
• Not afraid to challenge the status quo—brings a curious, bold, and innovative approach to complex problem-solving
• Able to align stakeholders, influence at all levels, and communicate ideas clearly across technical and non-technical audiences
• Capable of upholding Spotify's values and representing the best of us while holding partner companies to account
  
  

• This role is based in London.
• 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.
  
  

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

Referrals increase your chances of interviewing at Spotify by 2x

Sign in to set job alerts for “Engineering Manager” roles.

Greater London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 6 days ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 day ago

Greater London, England, United Kingdom 1 week ago

Engineering Manager - £95k-£125k + Benefits + Bonus - London Hybrid

London, England, United Kingdom 2 weeks ago

Engineering Manager (Contract) - Up to £525/ day

London, England, United Kingdom 1 month ago

London, England, United Kingdom 3 months ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 4 weeks ago

London, England, United Kingdom 1 week ago

Slough, England, United Kingdom 1 week ago

London, England, United Kingdom 3 weeks ago

London Area, United Kingdom £95,000.00-£120,000.00 20 hours ago

London, England, United Kingdom 1 week ago

Director of Engineering, Pre-Opening - St. Regis London

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

Engineering Manager/Tech Lead (Hands on!) - Up to £175,000 comp - London/Hybrid

Greater London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 6 days ago

London, England, United Kingdom 1 month ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.