Bridge Operations Associate

Stripe

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 Bridge, a Stripe company, is a rapidly growing business and the number of developers integrating our APIs is growing quickly. We provide Slack-based support to our developers on a wide range of topics in close partnership with our internal engineering team. We're a small but mighty team that's expanding global coverage and is looking to make our first Product Support Specialist hires in Mexico City. In this role, you'll work directly with developers integrating Bridge APIs and help them resolve their issues. You'll take ownership of complex, technical user issues and work across teams to resolve them. As part of the team, you'll have a big impact to grow the Product Support operation and enhance various aspects such as capacity planning and forecasting, operational tools and systems, workflow optimization and automation, metrics and reporting, quality control, and more. WHAT YOU'LL DO Stripe is launching Stripe Delivery Centers—a brand-new global team to design, implement, and grow Stripe operations for the next decade. We're looking for dynamic and curious people who have a passion for solving global user issues, building operations, and driving process improvements and want to play a front-line role in building this new operational capability for Stripe and accelerating Stripe growth. If you like challenging, scaled problems and are an amazing teammate, we want to hear from you. RESPONSIBILITIES • Analyze and troubleshoot complex technical issues through direct user interaction (Slack) 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. • Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams. • Constantly challenge the status quo and push for innovation in user support strategies and operational processes. 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 • 1–5 years of experience in a customer support role. • You have a user-first mindset and are energized by the challenge of solving difficult problems. • You have excellent communication skills, both written and verbal. • You excel in problem-solving. • You have prior experience in customer service or in internal and external user-facing operations processes. You're an organized self-starter with a passion for finding solutions to users' challenges. • You have a process-oriented mindset and ability to get things done. • You enjoy working in an in-office environment with strong cross-team collaboration and support. • You're able to prioritize and enjoy working in a quick-moving environment. • You're humble and have a proven track record for working well across teams and with external partners. • You're willing to periodically work a weekend day for which you'll receive a weekday off. The Delivery Center operates during daytime hours with shifts from the morning through early evening. PREFERRED QUALIFICATIONS • Familiarity with SQL and ability to use template or premade SQL queries as part of investigations. • Prior experience with cryptocurrency support.

Stripe

WHO WE ARE ABOUT STRIPE At Stripe, our Mexico City office is a vibrant hub at the forefront of our mission to reshape the financial landscape for businesses worldwide. Our team prioritizes collaboration, innovation, and excellence. As a member of the Mexico City team, you'll be part of a mission-driven community dedicated to enhancing the global economy and increasing the GDP of the internet. We strive for excellence by creating with craft and beauty, while having fun and celebrating our successes together. We cultivate a culture of collaboration, inclusivity, and support where every team member's voice matters. Our commitment shines through as we handle over a million support cases each year, empowering our users not just to solve problems but to achieve their goals. ABOUT BRIDGE OPERATIONS AND THE TEAM As Stripe's user base and global footprint grow dramatically, especially as crypto and stablecoins fundamentally change the way money is transferred, Stripe acquired Bridge to leverage its stablecoin infrastructure for global payments. Stablecoins facilitate faster, cheaper, and more efficient transactions than traditional methods, which creates unique compliance challenges. The Bridge Operations strategy provides operational leverage and expands Stripe's portfolio of operational capabilities to support the scaled needs in this rapidly evolving space. This role will be part of the KYC and KYB Team within the Risk Ops organization in Bridge Operations that is accountable for performing KYC and KYB reviews during onboarding and periodic review. WHAT YOU'LL DO We're looking for someone who is passionate about fighting risks and solving the puzzle of investigations, is naturally curious, and is comfortable operating in ambiguity and finding creative solutions. You will be responsible for spearheading the organization's KYC and KYB compliance efforts within the Mexican market. The right candidate for this role will have experience in KYC and KYB compliance, preferably within the fintech or e-commerce space. RESPONSIBILITIES • Conduct thorough Know Your Customer (KYC) reviews during the onboarding of new users, ensuring the authenticity and accuracy of all customer documentation in compliance with Mexico's regulatory requirements. • Demonstrate a deep understanding of KYC, KYB, and anti-money laundering (AML) regulations specific to the Mexico financial services industry, and apply this knowledge to your daily analyses. • Exercise sound judgment to evaluate complex customer information, make informed decisions on the legitimacy of documentation provided, and determine the appropriate risk profile for each customer. • Handle high-complexity KYC and KYB-related assignments and tasks with a sense of urgency, while promptly resolving incoming requests from internal teams, financial partners, and other external parties. • Adhere closely to process documentation and draft clear, concise investigative summaries and analyses, including the preparation of regulatory reports for submission to the relevant authorities. • Actively participate in building a new team and operational culture focused on robust KYC and compliance practices within the organization. • Leverage your expertise in KYC, KYB, and AML to identify and escalate any suspicious customer activity or high-risk profiles to the compliance team for further investigation and action. • Collaborate cross-functionally with teams such as compliance and fraud to share information and insights that contribute to the overall risk management and mitigation efforts within the Mexican market. 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 • Bilingual in English: Excellent conversational, written, and reading skills. • Professional experience: 2+ years of experience in risk or any type of customer-facing roles within a fast-paced environment. • Resilience and adaptability: Proven ability to thrive in evolving environments, remain composed under pressure, and confidently navigate ambiguity. • Structured mindset: A logical, disciplined approach to problem-solving with a relentless focus on accuracy and attention to detail. • Proactive problem-solver: A self-starter capable of working independently to analyze complex data and make sound, defensible investigative decisions. • Process improvement: The ability to identify operational gaps and proactively implement solutions to enhance workflow efficiency. • Effective communication: Strong written, verbal, and interpersonal skills to clearly articulate findings and recommendations to internal teams and financial partners. • In-office presence: Full availability to work 100% on-site at our office in Reforma, CDMX. PREFERRED QUALIFICATIONS • Startup and tech background: Experience navigating the unique pace and scale of a technology-driven company. • Industry expertise: Deep knowledge of the payments landscape and the fintech industry. • Specialized domain knowledge: A technical background in KYC, KYB, Risk, or Financial Crimes (FC). • Operational agility: Prior experience working within a queue.

Trustpilot

At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust! As an (Associate) Customer Success Manager, you are the value owner and trusted advisor for your portfolio of customers within the Benelux market. You ensure every customer achieves success with Trustpilot - from onboarding and adoption to measurable results and advocacy. Your mission is to maximize product adoption, strengthen customer health, and reduce churn, ensuring customers realize ongoing value and remain engaged, satisfied partners. This role is based in our Amsterdam office, where our Benelux team is located. What you'll be doing: * Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption. This results in a high business adoption * Drive measurable Business Adoption across your customer portfolio to deliver tangible value for our customers. * Achieve high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively, in collaboration with our Account Managers. * Own customer health, proactively identifying risks and executing recovery actions to maintain high Gross Renewal Rates (GRR). * Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio. * Act as the first line for customer issues related to onboarding, usage, or product value. * Partner with Marketing to identify case study, testimonial, and reference opportunities. * Collaborate with Product to share structured customer feedback and insights that inform roadmap improvements. * Maintain accurate health metrics, notes, and success plans in CRM for full portfolio visibility. Who you are: * Fluent in Dutch and proficient in English * You have prior experience in customer success, account management, roles in a SaaS or technology environment. * Proven ability to drive product adoption, customer satisfaction (NPS), and retention results. * You are technically confident and able to guide customers through setup, usage, and best practices. * Strong communication skills across multiple stakeholder levels. You are adept at building trust and asking the key questions that uncover a customer's underlying business needs. * You are highly organized with a proven ability to manage a large portfolio (Mid-Market) with excellent follow-through and attention to detail. You use data to identify trends and risks before they escalate. * You possess a solid understanding of the digital marketing funnel and search marketing landscape and are curious about the digital world.  * A genuine passion for helping customers succeed and seeing measurable business impact. * You are a collaborative team player who enjoys working cross-collaborative with Account Managers, Product, and Marketing to deliver customer value. * You proactively identify and resolve challenges; like to act as a "bridge" to help the team overcome roadblocks and help to elevate peer performance.  * Comfortable working with data and insights to identify trends, risks, and opportunities. What’s in it for you: * Competitive compensation package + bonus * 20 days holiday with an additional 8 days after 6 months of continuous employment * 2 (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community * Rich learning and development opportunities supported through the Trustpilot Academy and Blinkist * Benefit-in-kind of 44€ a month, which can be used for a range of purposes such as private healthcare, accommodation, a company car, a gym membership, an interest-free loan, travel expenses, or any other expense  * Health benefit of 50€ a month which you can use to spend on anything that supports positive health * Full access to Headspace, a popular mindfulness app-based service designed to promote positive mental health and access to a 24/7 Employee Assistance Plan * Prime location with stunning views of the Alster in a brand-new office space Still not sure? We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences as well as how you will contribute to our working culture. So, even if you don’t feel you don't meet all the requirements, we'd still really like to hear from you! #LI-JS1 About us Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve. Today, we have more than 350 million reviews and 60 million monthly active users across the globe, with 149 billion annual Trustpilot brand impressions, and the numbers keep growing. We have more than 1000 employees and we’re headquartered in Copenhagen, with operations in  Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.  We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh –– it’s built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas.  Our purpose to help people and businesses help each other is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go. Join us at the heart of trust. Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust. Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy. If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team (talent.acquisition@trustpilot.com) quoting the role you wish to apply for.