Product Support Specialist

7 hours ago

Seattle, Washington, United States Stripe Full time
About Stripe

Stripe is a leading financial infrastructure platform that empowers businesses to thrive in the digital economy. Our mission is to increase the GDP of the internet, and we're seeking a talented Product Support Specialist to join our growing team.

Job Summary

We're looking for a skilled technical professional to drive exceptional user experiences as part of our Product Support team. As a Product Support Specialist, you will be a critical driver in delivering world-class support to our customers, leveraging your technical expertise, analytical mindset, and project management skills to strategically improve our support systems, processes, and product quality.

Key Responsibilities
  • Analyze and troubleshoot complex technical issues through direct user interaction, utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation.
  • Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
  • Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
  • Lead continuous improvement initiatives aimed at hitting key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance.
  • Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
  • Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.
  • Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
Requirements
  • 4+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
  • Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
  • Experience working with API's.
  • Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
  • Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
  • Experience in project management, particularly in optimizing processes, workflows, or support operations.
Preferred Qualifications
  • Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes.
  • Comfortable explaining technical concepts to both technical and non-technical stakeholders.
  • Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.

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