Social Media, Customer Support 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. 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 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 their 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 The role of Ops Associate can be interpreted as a Stripe "athlete" that will engage in either internal-facing or external-facing (e.g., support, risk) workflows, or both. OA roles will be highly operational in nature and will largely be aligned with case-level or process-type work. OAs will work on workflows which are considered to be "medium complexity" or sensitive in nature, therefore requiring internal Stripe-level systems and tools access, meaning that it cannot be outsourced. As the SDC matures and capability is established, we can expect the complexity of work at SDC to increase, and additionally aspire to drive improvements in the work we are responsible for. 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 to 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 experience with social media support or an interest in resolving user issues through those channels (e.g., 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, leveraging a process-oriented approach and a curiosity for technical products. * You have excellent communication skills, both written and verbal. * 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 * Prior experience or technical proficiency with Sprinklr will be an added advantage.

Storytel

Stories have the power to make the ordinary extraordinary. They help us think bigger, see beyond ourselves, and deepen our connection with others. As one of the world’s leading audiobook and e-book streaming platforms, Storytel brings unlimited listening to millions of users across 25 markets. We’re at the forefront of digital storytelling, driven by a vision to make the world a more empathetic and creative place. Ready for your next chapter? We’re looking for a Danish speaking Customer Support Representative to join our team in Customer Support at the Copenhagen Office! About the role We are looking for a Customer Support Representative with Danish language skills to assist our customers with incoming inquiries regarding our products and services. You’ll be a part of our Customer Support team, reporting to the Customer Support Manager. To be successful in this role, you should be an excellent communicator who’s able to earn our customers' trust. You will be in direct contact with the customers through email and social media. You also will be accountable for troubleshooting any problems and issues occurring to the customers regarding our products. * Responding to customer queries in a timely and accurate way, via our support channels and social media. * Identifying customer needs and helping customers use specific features * Analyzing and reporting product malfunctions * Monitoring customers’ reviews and answering them in a polite manner aiming to provide the information requested * Reaching the set KPI’s ABOUT THE TEAM You'll join a global support team of 15, working closely with both local and global colleagues. Your primary focus would be assisting our Danish customers but you’re also expected to assist our other global customers as well. Our support structure includes local agents in major markets, while smaller markets receive support in English or via translation tools. We foster a collaborative environment with regular team meetings, knowledge-sharing sessions, and opportunities for cross-functional collaboration. We work towards multiple KPIs, with customer satisfaction as our main focus. To ensure high customer satisfaction, we believe it’s important that we work closely with other departments, to enhance the customer experience. ABOUT YOU To enjoy this role, we think that you're a person with a positive attitude who takes great responsibility for your own decisions and at the same time has the ability to work closely with your team members and the rest of your colleagues at Storytel. * Experience in the customer support field or similar service role. * Excellent communication and problem-solving skills. * Patience when handling tough cases. * Excellent communication skills in Danish and English, both written and spoken. Swedish and/or any of the other nordic languages, would also be meritable. * Used and able to troubleshoot problems. JOIN A WORLD OF STORIES At Storytel, we’re a team of creative story lovers who thrive on collaboration and new ideas. Our workplace is friendly, dynamic, and full of opportunities to experiment and make an impact. We believe in trust, flat hierarchies, and empowering you to grow with us. Does this sound like your next story? Simply fill out the application form and share your CV – no cover letter needed. Answer a few questions, and you’re all set. We want your application as soon as possible, as the role will be filled as soon as we find the right candidate.

Lovable

Siamo alla ricerca di un/una Junior E-shop Manager che contribuirà alla gestione operativa e allo sviluppo delle attività e-commerce del sito Lovable. La posizione: Gestione quotidiana del nostro e-shop (Italiano ed internazionale); Collaborazione con team interni (Marketing, Supply Chain, Customer Service, Finance) e interlocutori esterni in contesto internazionale per garantire la migliore esperienza per il cliente ed il raggiungimento degli obiettivi di vendita.   Principali responsabilità * Gestione sito e-commerce su base Shopify (italiano ed internazionale) * Gestione del Catalogo Prodotti, Caricamento e gestione collezioni * Implementazione delle azioni commerciali online * Gestione dei contenuti e asset digitali garantendo la qualità dei contenuti e il rispetto delle linee guida del brand * Supporto al customer care di 2° livello tramite piattaforma di ticketing * Monitoraggio performance: KPI di vendita, traffico, conversione e stock * Produzione report periodici e dashboard di performance. * Collaborazione con i team di marketing, Retail e CRM per l'ottimizzazione dei contenuti e delle attività digitali, in particolare delle Newsletter. * Supporto alla pianificazione delle attività commerciali e dei lanci di prodotto * Monitorare il posizionamento dei prodotti sui siti competitor per identificare opportunità di miglioramento.   Profilo ricercato * Laurea in Economia, Marketing, ingegneria gestionale o simili * 1-3 anni di esperienza in e-commerce, digital marketing, sales support o ruoli simili (anche stage significativi) * Forte interesse per il mondo e-commerce e digital retail con curiosità e voglia di acquisire nuove competenze * Ottime capacità analitiche e attenzione ai dettagli * Buona conoscenza di Excel e dei principali strumenti Microsoft Office * Capacità di lavorare in un contesto dinamico e internazionale * Predisposizione al lavoro di squadra, ma con capacità di lavorare in modo indipendente * Attitudine al problem solving e spirito collaborativo * Buona conoscenza della lingua inglese * Conoscenza di piattaforme e-commerce (Shopify, Salesforce Commerce Cloud, Magento, Prestashop) * Familiarità con strumenti di analisi dati (Google Analytics, Power BI)   Range retributivo: € 28.000 - € 32.000