Product Support Specialist

3 weeks ago

Seattle, United States Stripe Full time
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

Stripe is live on 3 continents with over 100 supported currencies and rapidly expanding to power the online payments infrastructure throughout the world. While helping our users, the Operations team works closely with every part of Stripe, learning the intricacies of how we build products, manage risk, launch new countries, and keep users happy.
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're constantly curious, exceptionally tech savvy, and an outstanding communicator we want to hear from you
Responsibilities
  • Troubleshoot complex user issues and communicate with users by email (and occasionally by phone)
  • Develop product expertise and work with Engineering and other Operations teams to diagnose and solve technical user problems
  • Optimize our support documentation and processes to improve users' experiences and help scale our operations
  • Drive continuous improvements to hit our SOKR such as Consumer Satisfaction, Contact rate, SLA, etc.
  • Develop customer support strategies and empower users to leverage our enhanced self-service tools
  • Advocate to the Product and Engineering teams for optimizing our products on behalf of our users
  • Challenge the status quo, identifying how and where Stripe needs to improve to better serve users
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
  • Deep sense of customer care and users-first perspective
  • Solid stakeholder management skills and an ability to influence others to drive progress
  • A sense of urgency and a drive to see issues through to resolution
  • Strong written communication skills and the ability to interact with users and stakeholders clearly and empathetically
  • Have a strong sense of how to scale great user support experiences and can design and continuously improve operational processes
  • The ability to solve open-ended problems
  • Prior experience with data analysis and SQL. The ability to learn quickly and problem solve on the fly with minimal guidance
  • Technical savvy and ability to navigate multiple complex systems simultaneously to respond to user inquiries
  • Willingness to work on occasional weekends and holidays - you'll receive a weekday off of your choosing the week following a weekend shift
Preferred qualifications
  • Enjoyment talking about about technical concepts, great analytical skills, and comfort explaining technical concepts to a range of audiences
  • Proficiency working in a technical environment and comfort working to solve technical user issues
  • Willingness to travel internationally (outside the US)

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