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 Paid Support team partners directly with our largest and fastest growing users, supporting them both proactively with a consultation model, and reactively to solve their most complex issues, enabling them to grow their business. We partner closely with sales to ensure we are attaching the right support plans to the right users at the right time. We take a user first approach to how we operate, capturing user feedback on what we need to offer to delight them and exceed all expectations. We operate with a scaled proactive, preventative mindset to ensure our users have a seamless experience with Stripe.

What you’ll do

Stripe is looking for an experienced AMER-based leader to lead, expand and grow the Paid Support team in the Americas. The leader will lead a high performing team, managing managers who are motivated by improving the lives of Stripe’s user base. They will set the standard for large user support in America and influence globally, partnering closely with the sales and go to market organisations, alongside the support organisation. They will cultivate a user first culture, with high accountability and a scale mentality. This means helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals.

Responsibilities

• ​​Be responsible for delivering strong operational performance, collaborating closely with senior stakeholders in multi-dimensional Business and Products organization within Stripe as well as cross functional teams
• Invest in leading & growing a great team and culture, where Stripes can thrive 
• Obsess over delivering incredible user experiences.
• Bring a commercial acumen, setting the regional strategy, metrics and drive clear accountability for the business. Own the P&L 
• Partner closely with global leadership to grow the business in a scalable way, optimising for user experience and balancing that with efficiency
• Maintain metrics and analysis of team performance, and provide regular reporting on team performance in the form of written analysis and performance reports.
• Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment.
• Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements.

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. 

Minimum requirements

• At least 15+ years experience building and leading teams and businesses in high change environments delivering high impact
• Experience leading customer success managers, account managers, technical account managers, technical program managers, or premium support teams (preferably in high-growth technology companies).
• Experience in finance, fintech
• Excellent collaborator, with a proven track record in managing across complex environments, building relationships that deliver impact
• Excellent written and verbal communication skills. 
• Strong sales revenue growth and/or operational background and a track-record of making data driven decisions.
• An ability to execute on and deliver complex operational projects involving multiple stakeholders.