Full-Time

Product Support Specialist

Confirmed live in the last 24 hours

Stripe

Stripe

5,001-10,000 employees

Online payment processing and financial infrastructure

Financial Services
Data & Analytics

Mid, Senior

Seattle, WA, USA + 1 more

Required Skills
Communications
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
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

Stripe is a financial infrastructure platform that facilitates online and in-person payments, subscription management, invoicing, and fraud management. It provides a unified platform, powerful APIs, and no-code options for developers, with a technology-first approach to payments and finance.

Company Stage

N/A

Total Funding

$9.3B

Headquarters

South San Francisco, California

Founded

2010

Growth & Insights
Headcount

6 month growth

10%

1 year growth

15%

2 year growth

20%

Benefits

Inclusive coverage - We provide a thoughtful and balanced set of benefits that allow Stripes to be their best selves and do great work. Whether that means offering comprehensive mental, physical, and medical health plans, supporting Stripes’ financial futures, providing fertility benefits and parental leave, or making sure Stripes have access to healthy food at the office, our robust programs put Stripes and their families first.

Growth by way of learning - We are voracious learners and teachers. Our Education team delivers an onboarding and product training curriculum for all new Stripes, and hosts expert-led courses on things like project management fundamentals and macroeconomics. Beyond the formal program, Stripes are constantly sharing knowledge with each other through conversation, documentation, reading groups, and informal talks.

A principled approach to food - The food program holds a special place in Stripe’s history and future. These Stripes come to our kitchen from a breadth of backgrounds and experiences, and focus on one proposition—respect. This is apparent not only in the local ingredients they work with or in the gracious, teamwork-driven buffet lines, but also in their approach to growing a global team through sustainable food practices and minimal waste.