Product Support Specialist

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.

About the team

As a part of the Product 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

• Troubleshoot complex user issues and communicate with Stripe's highest value users, providing a best-in-class support experience, by email
• Own and manage business-critical escalations and incidents for users
• Become the expert in all Stripe products, deeply understanding our processes and workflows in order to resolve user issues
• Work with 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

Responsibilities

Casework

• Troubleshoot complex user issues and communicate 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 and 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 about any outages

User and project work

• Work with 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 heavy users of support
• Analyze and optimize our support documentation and processes to improve our users' experiences and help scale our operations
• Upskill your project management skills by working on initiatives to reduce support contact rate, uplift our CSAT scores, or improve our First Response SLA and Resolution SLA scores in order to enable our team to provide a best-in-class support experience to our largest users at scale

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

• You have a user-first mindset and are energized by the challenge of solving difficult problems
• You have excellent communication skills, both written and verbal
• You excel in analytical thinking and problem-solving
• You have prior experience in customer service or internal or external user-facing operations
• You enjoy learning about technical products and processes and are an organized self-starter with a passion for finding solutions to our users' challenges
• You are humble and have a proven track record of working well across teams and with external partners
• Willingness to work two holiday days per year—you'll receive a weekday off of your choosing the week following a holiday shift

Preferred qualifications

• Prior experience with or exposure to SQL, Tableau, Hubble, and APIs
• Some background experience in account management, customer experience, program management, or project management
• Comfort with learning new functions and features of technical products
• Experience leveraging root-cause analyses to make data-driven decisions