Product Manager, Support Products—Support Experience
- Your strategic vision aligns perfectly with defining the Consumer Support strategy and driving long-term improvements in product quality.
- You excel at creating systems and flywheels from data, which is essential for building scalable self-solve knowledge and workflow strategies.
- Your strong analytical mindset is ideal for analyzing inbound and outbound volume to find high-impact drivers of poor experiences.
- Your comfort with ambiguity and desire for efficiency will help you tackle the undefined space of Consumer Support and turn complexity into order.
- You may need to consciously develop deep empathy for users in distress, as your preference for logic over emotion can sometimes overlook user frustration.
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
The Support Experience team develops and applies technology at all points of the user support journey to solve customer problems at scale, unlocking growth across Stripe's product suite.
What you'll do
As a Product Manager on the Support Experience PM team, you'll be responsible for defining the strategy for Consumer Support—solving problems for a fast-growing segment at Stripe. You'll need to tackle this space from multiple angles, from motivating product teams at Stripe to understand and improve product quality, to building systems that allow for repeatable problem solving by both users and our support team. You'll need to create observability across inbound and outbound volume to find the high-impact drivers of poor experiences and build the flywheels that will leverage our internal and external systems to continuously improve how we resolve problems and build products.
Responsibilities
- Drive significant increases in product quality across the company leveraging support data
- Build the flywheels for improving support outcomes and enabling users to self-solve issues by creating scalable knowledge and workflow strategies
- Partner closely with Product Managers for the Self-Serve and Agent Platforms to define and instrument user journeys across our products so we can understand how success differs by journey and where we to invest
- Define the data strategy for delivering an effective and efficient support experience
- Create a platform that turbocharges users' and support agents' ability to solve problems directly and reliably across the support journey
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
Our ideal Product Manager will be relentlessly user-focused and comfortable in ambiguity, with strong technical skills and a desire to create something new.
- 5+ years of relevant product management experience
- Computer science background or equivalent technical skills
- Strong analytical abilities and experience with metrics
- An ability to craft a vision and strategy, and drive the roadmap toward it
- A deep empathy for users
Preferred qualifications
- Software engineering experience, a computer science or engineering degree, or similar technical experience
Best personality fits for this role
Your natural leadership and drive for results are ideal for taking ownership of the Consumer Support strategy and executing on ambitious goals.
Read the ENTJ career guide →Your strategic vision aligns perfectly with defining the Consumer Support strategy and driving long-term improvements in product quality.
Read the INTJ career guide →Your inventive thinking is perfect for building the flywheels that consistently improve support outcomes and enabling users to self-solve.
Read the ENTP career guide →