Senior Conversational AI Lead

London, GB

Posted on Feb 24, 2026

Full TimeSeniorHybridCustomer Service

Job Description

Customer Service at Spotify is scaling toward AI-driven, agent-based automation where dynamic reasoning becomes the primary interaction model. As we scale automation and expand into new verticals (Consumer and Creators & Artists), we’re looking for a Senior Conversational AI Lead to shape how our AI agents behave, reason, and deliver outcomes at scale.

This role sits at the centre of our automation strategy. You will act as a system owner for the agent experience, setting standards for how agents reason, behave, and resolve customer issues at scale. You’ll combine strategic thinking with hands-on expertise to ensure our agents are effective, safe, and trustworthy.

This is not a coding role and not a people-management role. It is a senior individual-contributor position focused on strategic ownership of agent behaviour, quality, and evolution, working in close partnership with Engineering, Knowledge Management, QA, Analytics, and Business Process teams. You should expect ambiguity, broad responsibility, and the opportunity to shape how CS AI automation works at Spotify.

About Spotify

Spotify Technology S.A., together with its subsidiaries, provides audio streaming services worldwide. It operates through Premium and Ad-Supported segments. The Premium segment offers unlimited online and offline streaming access to its catalog of music and podcasts without commercial breaks to its subscribers. The Ad-Supported segment provides on-demand online access to its catalog of music and unlimited online access to the catalog of podcasts to its subscribers on their computers, tablets,...

Job overview

Employment type

Full Time

Experience level

Senior

Work type

Hybrid

Department

Customer Service

Posted

on Feb 24, 2026

About

Job Link

jobs.lever.co

Financials

Type

public

Annual Revenue

$10B+

Market Cap

$15B+

Subscribe to Refer Me premium to get referred to this role at Spotify!