We are looking for a Fullstack Engineer to join the Customer Service Platform (CSP) team. This team is at the forefront of Customer-Service Metamorphosis, a major transformation dedicated to preparing Spotify for an agentic AI future. Our mission is to ensure that AI enhances 100% of support interactions, from smarter self-service and proactive insights to sophisticated bot conversations and augmented tools for our human advisors. By building a nimble, AI-compatible technology stack, we empower millions of users to resolve their needs intuitively while ensuring our service model remains faster, smarter, and more human.
In this role, you will participate in an organisation where engineering, product, and data collaborate to build an AI-oriented technology suite. We leverage best-in-class vendor offerings for commoditized AI capabilities so that our R&D efforts can focus on the Spotify-specific integrations and innovations that drive the most value.
You will help build and maintain the foundational systems that position AI as a central hub in the CSP landscape. You will contribute to the development of a centralized "CS AI Agent," architect a robust trust and safety layer to protect our users, and create a standardised data model that allows AI to understand a user’s full history and context. Your work will involve transforming core customer service actions into a platform of reusable capabilities, ensuring that every support experience, whether AI-driven or human-led is consistent, reliable, and secure
