Product Support Operations Associate, Weekend Shift

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 Stripe was built with simplicity in mind. 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. Today, Stripe handles over a million support cases per year and processes millions of internal transactions. We’re going to achieve excellence by thinking of support in a novel, solution-oriented way, and viewing operations as an integral enabler of all of Stripe’s growth. Stripe has unique operational problems resulting from both our type of scale and the type of businesses we partner with as a result of “growing the GDP of the Internet.” Stripes leverage understanding of our products, the financial industry and money movement, and our processes to support both internal and external users. Doing so requires us to invest significant resources into building this experience ourselves.   What you’ll do Stripe is launching Stripe Delivery Centers - a brand new global team to design, implement and grow Stripe’s operations for the next decade. We are looking for dynamic and curious people that have a passion for solving global user issues, building operations, drive process improvement and want to play a front-line role in building this new operational capability for Stripe and accelerating Stripe’s growth. If you like challenging, scaled problems and are an amazing teammate, we want to hear from you!   Responsibilities * Deliver exceptional Stripe experience by efficiently and accurately resolving issues across social media platforms (e.g., X, Linkedin, Facebook, and others)  * Help resolve issues that are escalated via social media, including technical product questions, and work to prevent those issues from happening again. * Partner with internal teams across Stripe (e.g., Comms, Incident Ops, Risk), serving as the ultimate escalation point for high-stakes user issues and proactively initiating incident reports with a user-first mindset. * Coordinate executive escalations from Stripe’s leaders with other teams  * Contribute and manage new programs focused on improving the Stripe user experience    * Identify operational process gaps and initiate continuous improvements to accelerate global scale while delivering an exceptional experience for Stripe users. * Be part of building a brand new team and operational culture for Stripe    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 * You have 2 - 5 yrs of experience with social media support and/or an interest in resolving user issues through those channels (eg. Twitter, Linkedin, Facebook)  * You have prior experience in customer support and external user facing operations. * You have a user first mindset and are energized by the challenge of solving difficult problems * You have excellent communication skills, both written and verbally * You have a user first mindset and are energized by the challenge of solving difficult problems, leveraging a process-oriented approach and a curiosity for technical products. * You excel in analytical thinking and problem solving * 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 are able to prioritize and enjoy working in a quick-moving environment * You are humble and have a proven track record for working well across teams and with external partners * You’re willing to work a weekend day for which you will receive a weekday off in lieu; the SDC operates during daytime hours in 9 hour shifts (including 1 hour paid lunch break) scheduled to fall between the hours of 6am and 10pm.   Preferred qualifications * Prior experience or knowledge in user support * Prior experience working on projects or process improvement initiatives

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 Stripe was built with simplicity in mind. 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. Today, Stripe handles over a million support cases per year and processes millions of internal transactions.  We’re going to achieve excellence by thinking of support in a novel, solution-oriented way, and viewing operations as an integral enabler of all of Stripe’s growth. Stripe has unique operational problems resulting from both our type of scale and the type of businesses we partner with as a result of “growing the GDP of the Internet.”  Stripes leverage understanding of our products, the financial industry and money movement, and our processes to support both internal and external users. Doing so requires us to invest significant resources into building this experience ourselves. WHAT YOU’LL DO Stripe is launching Stripe Delivery Centers - a brand new global team to design, implement and grow Stripe’s operations for the next decade. We are looking for dynamic and curious people that have a passion for solving global user issues, building operations, drive process improvement and want to play a front-line role in building this new operational capability for Stripe and accelerating Stripe’s growth. If you like challenging, scaled problems and are an amazing teammate, we want to hear from you!  RESPONSIBILITIES * Troubleshoot and solve external user issues  * Analyze our processes and instigate changes to help scale our operations and improve user experience  * Work closely with other Stripe teams to improve our product offerings and messaging around new products and features  * Gain unique insights into how thousands of businesses on Stripe scale and operate  * Have an opportunity to learn how Stripe operates from ground up and make a real impact on the future on organization  * Be a part of building a brand new team and operational culture for Stripe  * Partner with global operations specialists or business process owners to run a critical workflow 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 * You have a user first mindset and are energized by the challenge of solving difficult problems * 2-4 yrs of experience in customer support or technical support  * You have excellent communication skills, both written and verbally * You excel in analytical thinking and problem solving * You might have prior experience in customer service or internal/external user facing operations * You enjoy learning about technical products and processes, you are an organized, self-starter with passion for finding solutions to our user’s 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 are able to prioritize and enjoy working in a quick-moving environment * You are humble and have a proven track record for working well across teams and with external partners * You’re willing to work (no more than) one Saturday each month - you’ll receive a weekday off the following week  PREFERRED QUALIFICATIONS * Prior experience or knowledge in user support  * Prior experience in risk operations  * Prior experience working on projects or process improvement initiatives

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 As the Stripe user base and global footprint grow 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 the Stripe 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 In this role, you'll act in a player-coach capacity and be accountable for supporting a team of Operations Associates. This team is responsible for resolving our users' most challenging and impactful issues, providing exceptional user experience, and contributing to the overall user satisfaction. To be a fit, you'll have a coaching mindset, a proven ability to communicate at different levels, a track record of driving operational performance, deep expertise in customer service, and a passion for inspiring a team to deliver an incredible user experience. RESPONSIBILITIES * Guide your team in troubleshooting and solving external user issues * Manage the operational performance of your team to deliver KPIs * Help scale our operations and improve user experience by identifying process improvements * Manage capacity and scheduling, dividing and assigning work between team members * Ensure your team has all the skills and resources needed to be successful in their role * Set clear goals and expectations for individual and team performance * Foster a culture of continuous improvement to refine team processes and procedures * Support recruitment and hiring initiatives * Coach and mentor individuals to meet career goals via structured career development conversations * Provide continuous performance feedback and facilitate periodic formal performance reviews * Drive and own initiatives that make the team a warm and welcoming place to work * Keep the team engaged and motivated toward their work 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 * 5+ years of experience coaching and leading customer service teams and managing performance * Experience mentoring others and providing constructive feedback * Experience in delivering weekly and monthly business metrics and reporting * Proven ability to be a subject matter expert in customer service * Ability to work cross-functionally to deliver best results and promote partnership * Excellent written and verbal communication skills * Exemplary planning and time management skills PREFERRED QUALIFICATIONS * Experience in new process launch and continuous improvement