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 doAs part of our growing, global Product Support team, you'll be a critical driver in delivering excellent user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, problem-solving mindset, and project management skills to strategically improve our support systems, processes, and product quality.
You'll own complex technical user issues and coordinate with cross-functional teams, including Engineering and Product, to drive them to resolution. A deep understanding of SQL and APIs allows you to engage with these teams effectively, analyse data to inform decisions, and propose solutions that drive operational efficiency. Your work focuses on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with our key metrics, such as Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreements (SLA).
Responsibilities- Analyse and troubleshoot complex technical issues through direct user interaction (email, phone), utilising SQL to extract and interpret data, and leveraging your knowledge of API documentation.
- Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
- Strategically optimise and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
- Lead continuous improvement initiatives aimed at hitting key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance.
- Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
- Collaborate with and advocate to Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.
- Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
- Constantly challenge the status quo and push for innovation in user support strategies and operational processes.
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- 5+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
- Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
- Experience working with APIs.
- Excellent problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
- Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
- Experience in project management, particularly in optimising processes, workflows, or support operations.
- Willingness to work occasional weekends and holidays (with compensatory time off).
- Strong data analysis skills and a passion for interpreting data to improve decision-making and outcomes
- Comfortable explaining technical concepts to both technical and non-technical stakeholders
- Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues
Skills Required
- 5+ years of experience in a customer-facing product support role focused on troubleshooting technical issues
- Proficiency in SQL for data analysis and querying
- Experience working with APIs
- Excellent problem-solving skills for diagnosing and resolving complex issues
- Stakeholder management experience, including influencing cross-functional teams
- Project management experience involving process, workflow, or support operations optimization
- Willingness to work occasional weekends and holidays
- Strong data analysis skills
- Ability to explain technical concepts to technical and non-technical stakeholders
- Proficiency in technical environments and ability to resolve highly technical user issues
Stripe Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Stripe and has not been reviewed or approved by Stripe.
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Healthcare Strength — Healthcare is described as comprehensive, including medical, dental, vision, EAP, and mental‑health support such as therapy sessions; wellness resources are consistently highlighted across materials. Coverage breadth and depth are repeatedly positioned as a core strength.
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Parental & Family Support — Paid parental leave for birthing and non‑birthing parents, fertility benefits, and adoption assistance are emphasized, making family support a standout element. Feedback suggests these programs compare favorably to common tech benchmarks.
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Wellbeing & Lifestyle Benefits — Wellness stipends, gym reimbursement, and onsite meals/snacks (where available) are commonly offered, with flexible lifestyle funds supporting varied needs globally. Education stipends and similar perks further bolster day‑to‑day wellbeing.
Stripe Insights
What We Do
Stripe is a technology company that builds economic infrastructure for the internet. Businesses of every size—from new startups to public companies like Salesforce and Facebook—use the company’s software to accept online payments and run technically sophisticated financial operations in more than 100 countries. Stripe helps new companies get started and grow their revenues, and established businesses accelerate into new markets and launch new business models. Over the long term, Stripe aims to increase the GDP of the internet.
