Operations Team Lead - Night Shift

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

As Stripe’s user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Stripe Delivery Center (SDC) strategy will provide operational leverage and expand Stripe’s portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. We strive to deliver frictionless experiences for all of our users, whether they are an Independent Business, Startup, SMB, or Enterprise and our mission is to provide all Stripe Users with the best support experience possible.

What you’ll do

You will manage a team of Seller Systems Operations Associates in a player-coach capacity. You’ll be accountable for your team’s operational performance, development, and engagement, while working closely with global operations specialists, business process owners, and cross-functional partners to improve workflows and user experiences.

Responsibilities

• Lead the day-to-day operational performance of a team of Associates, including quality, productivity, service-level, and other team goals.
• Set clear expectations, priorities, and performance goals for individuals and the team.
• Manage team capacity, scheduling, and work allocation to ensure critical workflows are covered and work is completed accurately and on time.
• Coach Associates on troubleshooting, process knowledge, communication, and sound judgment in resolving user issues.
• Hold regular development conversations and provide timely, constructive feedback that supports growth and career progression.
• Complete performance reviews and address performance concerns in partnership with your manager and People team partners, as appropriate.
• Build a collaborative, inclusive team environment where Associates can raise risks, share ideas, and learn from one another.
• Serve as an escalation point for complex operational or user issues, using sound judgment to resolve issues or route them to the right partner.
• Partner with global operations specialists and business process owners to run critical Internal Systems workflows.
• Identify recurring issues, process gaps, and manual work.
• Lead or contribute to improvements that increase quality, reduce effort, and improve the user experience.
• Use operational data and team insights to surface trends, risks, and opportunities to relevant stakeholders.
• Work closely with cross-functional teams to improve product offerings, processes, tools, and user-facing communications.
• Support hiring, onboarding, training, and ramping of new team members.
• Help build the operating culture, team practices, and capabilities of Stripe Delivery Centers.

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

• 3+ years of experience leading, supervising, or formally mentoring an operations, support, or user-facing team.
• 9+ years of experience in customer support, technical support, operations, or another internal or external user-facing environment.
• Experience managing operational work against defined quality, productivity, or service-level goals.
• Strong written and verbal communication skills, with the ability to give clear, constructive feedback.
• Experience coaching others and supporting their professional development
• Strong SQL skills and experience working with API integrations, including diagnosing implementation issues, interpreting technical documentation, and guiding teams through ambiguous customer or system problems.
• Strong analytical thinking and problem-solving skills, with the ability to identify root causes and make practical improvements.
• The ability to prioritize effectively and make sound decisions in a fast-moving, structured environment.
• A process-oriented mindset and a track record of improving workflows, reducing manual effort, or improving user experiences.
• Experience working effectively with cross-functional stakeholders.
• A user-first mindset and interest in learning technical products, systems, and processes.
• The ability to work from the Bengaluru office in night shift

Preferred qualifications

• Experience using operational data to manage performance, identify trends, and prioritize improvements.
• Experience supporting hiring, onboarding, workforce planning, or scheduling for an operations team.
• Experience working with global teams across time zones.