Product Support Operations, Team Lead
- Your analytical problem-solving skills are excellent for guiding the team through complex user issues.
- Your curiosity about systems aids in developing and refining support processes.
- You may struggle with the constant interpersonal coaching and mentoring required day-to-day.
- The routine performance monitoring and KPI reporting could feel tedious compared to creative problem-solving.
- Managing team engagement and motivation might not come naturally if you prefer working independently.
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 Stripe’s user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Stripe Delivery Center (SDC) strategy will provide operational leverage and expand Stripe’s portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. We strive to deliver frictionless experiences for all of our users, whether they are an Independent Business, Startup, SMB, or Enterprise and our mission is to provide all Stripe Users with the best support experience possible.
What you’ll do
In this role, you will act in a player-coach capacity and will be accountable for supporting a team of Operations Associates. This team is responsible for resolving our users’ most challenging and impactful issues, providing exceptional user experience, and contributing to the overall user satisfaction.
To be a fit, you will have a coaching mindset, proven ability to communicate at different levels, a track record of driving operational performance, possess a deep expertise in customer service, and a passion for inspiring a team to deliver an incredible user experience.
Responsibilities
- Guide your team in troubleshooting and solving external user issues
- Manage the operational performance of your team to deliver KPIs
- Help scale our operations and improve user experience by identifying process improvements
- Manage capacity and scheduling, dividing and assigning work between team members
- Ensure your team has all the skills and resources needed to be successful in their role
- Set clear goals and expectations for individual and team performance
- Foster a culture of continuous improvement to refine team processes and procedures
- Support recruitment and hiring initiatives
- Coach and mentor individuals to meet career goals via structured career development conversations
- Provide continuous performance feedback and facilitate periodic formal performance reviews
- Drive and own initiatives that make the team a warm and welcoming place to work
- Keep the team engaged and motivated towards their work
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
- 5+ years of experience coaching/leading Customer Service teams and managing performance
- Experience mentoring and providing constructive feedback to others
- Experience in delivering weekly and monthly business metrics and reporting
- Proven ability to be a subject matter expert in Customer Service
- Ability to work cross functionally to deliver best results and promote partnership
- Excellent written and verbal communication skills
- Exemplary planning and time management skills
Preferred qualifications
- Experience launching new processes and driving continuous improvement.
- AI Fluency: with practical experience using AI tools to support day-to-day work and critically evaluate their outputs.
Best personality fits for this role
Your natural coaching ability perfectly matches the player-coach role and team development needs.
Read the ENFJ career guide →Your people-focused leadership creates a supportive team culture and maintains high morale.
Read the ESFJ career guide →Your natural leadership drives the team to meet KPIs and fosters a culture of continuous improvement.
Read the ENTJ career guide →