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.
About the teamAs a part of the Enterprise Support Team, you’ll spend most of your time interacting directly with our users and ensuring that they have a stellar Stripe experience.
What you’ll do- Troubleshooting complex user issues and communicating with Stripe’s highest value users, providing a best-in-class support experience, by email
- Own and manage business critical escalations and incidents
- Become the expert in all Stripe products, deeply understanding our processes and workflows in order to resolve user issues
- Manage a small portfolio of users, to whom you’ll be directly accountable for analyzing and improving their support experience, providing contextual insight regarding users’ experience with support to account team stakeholders
- Work with Engineering and other Operations teams to diagnose and solve technical user problems
- Develop relationships with users and identify opportunities to improve support and overall experience with Stripe
- Analyze and optimize our support documentation and processes to improve our users’ experiences and help scale our operations
Casework
- Troubleshooting complex user issues and communicating with Stripe’s highest value users, providing a best-in-class support experience, by email and occasionally by call
- Become the expert in all Stripe products and how our largest users use them with their unique integrations, in order to comprehensively resolve user issues with context-aware support
Escalation / business critical issue management
- Resolve business critical escalations and collaborate with cross functional stakeholders in the mitigation of incidents
- Iterate and improve service delivery for business critical escalations in order to delight our largest users who value quick resolution and proactive communication to any outages
User & Project work
- Manage a small portfolio of users, to whom you’ll be directly accountable for analyzing and improving their support experience, providing contextual insights regarding the users’ experience with support to account team stakeholders. These users are either new to Enterprise support or are a heavy user of support
- Analyze and optimize our support documentation and processes to improve our users’ experiences and help scale our operations
- Identify and lead initiatives across our 5 pillars (Prevention, Availability, Effectiveness, Satisfaction, Effortlessness) to enable the team to provide a best-in-class support experience to our largest users at scale
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- 4+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
- Embodies an empathetic, user-first mindset and embodies Stripe’s operating principles
- Has exposure to or experience with managing relationships with large, exceptionally complex/senior level stakeholders
- Exhibits an investigative mindset, strategic thinking, high attention to detail, and cross-functional coordination skills
- Can demonstrate technical aptitude, having experience with data analysis or use of technical tools to troubleshoot user issues
- Has demonstrated ability to problem solve with minimal guidance in a rapidly changing environment
- Has exceptional written, verbal, and presentation-based communication skills and the ability to translate complex solutions to users simply and clearly
- Willingness to work two holiday days per year - you’ll receive a weekday off of your choosing the week following a holiday shift
- Prior experience with or exposure to SQL, Tableau, Hubble and APIs
- Some background experience in account management, program management or project management
- Comfortability learning new functions and features of technical products
- Experience leveraging root-cause analyses to make data driven decisions
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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.
