People Matter

Product Support Specialist

Stripe

Stripe

Product, Customer Service
South San Francisco, CA, USA
Posted on Tuesday, April 23, 2024

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

What you’ll do

As a part of our growing, global Product Support team, you’ll spend most of your time interacting directly with our users and ensuring that they have a stellar Stripe experience. Many of our Product Support team members grow to specialize in focus areas like Risk, Enterprise, Sales, and Product.

If you’re constantly curious, exceptionally tech savvy, and an outstanding communicator we want to hear from you!

Responsibilities

  • Troubleshoot complex user issues and communicate with users by email (and occasionally by phone)
  • Develop product expertise and work with Engineering and other Operations teams to diagnose and solve technical user problems
  • Optimize our support documentation and processes to improve users’ experiences and help scale our operations
  • Drive continuous improvements to hit our SOKR such as Consumer Satisfaction, Contact rate, SLA, etc.
  • Develop customer support strategies and empower users to leverage our enhanced self-service tools
  • Advocate to the Product and Engineering teams for optimizing our products on behalf of our users
  • Challenge the status quo, identifying how and where Stripe needs to improve to better serve users

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

  • Deep sense of customer care and users-first perspective
  • Solid stakeholder management skills and an ability to influence others to drive progress
  • A sense of urgency and a drive to see issues through to resolution
  • Strong written communication skills and the ability to interact with users and stakeholders clearly and empathetically
  • Have a strong sense of how to scale great user support experiences and can design and continuously improve operational processes
  • The ability to solve open-ended problems
  • Prior experience with data analysis and SQL. The ability to learn quickly and problem solve on the fly with minimal guidance
  • Technical savvy and ability to navigate multiple complex systems simultaneously to respond to user inquiries
  • Willingness to work on occasional weekends and holidays - you’ll receive a weekday off of your choosing the week following a weekend shift

Preferred qualifications

  • Enjoyment talking about about technical concepts, great analytical skills, and comfort explaining technical concepts to a range of audiences
  • Proficiency working in a technical environment and comfort working to solve technical user issues
  • Willingness to travel internationally (outside the US)
Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

The annual US base salary range for this role is $92,400 - $138,600. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

Office locations

Seattle, or South San Francisco HQ

Team

Operations

Job type

Full time