Stripe, Inc.
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 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 team
Stripe’s products power payments for online and in-person retailers, subscriptions businesses, software platforms and marketplaces, and everything in between.
Our Enterprise Support team is responsible for providing exceptional contextualized support to Stripe’s largest, and most complex users. In addition to providing context-aware support, we serve as strategic partners – identifying deeply rooted user pain points and advocating, or sometimes building, technical solutions that make their lives easier.
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 embody a user-first mindset, are exceptionally tech savvy, and an outstanding communicator we want to hear from you!
Responsibilities
- 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
- Spend the majority of your time troubleshooting complex user issues and communicating with Stripe’s highest value users, providing a “white-glove” support experience, by email and occasionally by phone
- 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 users’ experiences and help scale our operations
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
- 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
- Will work willingly at least 10 weekend days and 6 holiday days per year (subject to change) – you’ll receive a weekday off of your choosing the week following a weekend shift
- Though we are open to applications nationally, this employee will be required to work east-coast hours
Preferred qualifications
- Prior experience with or exposure to SQL, Tableau, Hubble and APIs
- Prior experience with or exposure to Salesforce
- Some background experience in account management, customer experience, program management or project management
- Comfortability learning new functions and features of technical products
- Experience leveraging root-cause analyses to make data driven decisions
- The preferred candidate for this role would work in the eastern or central