Product Support Specialist
7 hours ago
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 SummaryWe'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.
- 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.
- 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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