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Engineering Manager, Support as a Service

4 months ago

Seattle, Washington, United States Stripe Full time

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 as a Service team is launching new products to help fast-growing startups handle their user support needs. It's one of the most painful challenges that Stripe's customers face today as they scale. It's a strategically important initiative for Stripe and furthers our mission to help businesses be successful.

We have an opportunity to build a 10x improvement over existing products in the space. For example, by using AI models to speed up or automate workflows, building self-serve flows and tightly integrating our customers' CRM into our systems, we can empower our users' support teams to handle many more cases than they normally would and enable their end customer to self-serve.

What you'll do

As the founding engineering leader for this initiative, your role is different from a traditional engineering manager role at Stripe. It's a hands-on role that is much closer to being a founding engineer at a new company. You'll get to own the goals for a new business, design and build the initial product in collaboration with cross-functional partners, and iterate based on user feedback to find product-market fit.

You'll be involved in the early conversations with users, drive technical design decisions, and lead a team of engineers, while rolling up your sleeves and building systems yourself. It might also mean optimizing complex support case routing algorithms, exploring the feasibility of using AI to improve support outcomes, or finding new ways to reduce contact volume while improving customer satisfaction.

Responsibilities

  • Set the vision for the team and develop the initial version of the product from frontend to backend.
  • Help grow the team by hiring additional team members and set the direction for what they should be working on.
  • Design and architect the system, making the right technical tradeoffs between speed and scalability.
  • You will set the pace and velocity of the team, ensuring we're continuously able to move at a high velocity and course correcting as needed

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 strong technical background, including 8+ years of experience building and scaling user facing products and 2+ years of people management experience
  • You're a generalist who enjoys working at any level of the stack and exploring new problem domains
  • You write high quality, well tested code and know when to move quickly vs when to take a step back and design carefully
  • You're product-focused and empathetic with users: understanding both user needs and technical constraints, you use data to craft a product vision
  • You're skilled in working with technical and cross-functional stakeholders: building alignment, driving decision making, and communicating transparently
  • You are effective at hiring, coaching, and developing high performing teams of engineers

Preferred qualifications

  • Experience founding a startup
  • Experience with LLMs and ML models
  • Proficient in JavaScript/TypeScript, React, Ruby, and/or Java