Product Support Manager

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 The Enterprise Product Support team directly supports our largest and fastest-growing users, partnering with them to grow their business. We actively seek and capitalize on opportunities to meet and exceed their service expectations, working to impress the trendsetters and remove obstacles from their path. The team is there when users need us but also there proactively — before they even realize they need support. WHAT YOU'LL DO The Enterprise Product Support team is growing to support Stripe users for the next decade. We are looking for dynamic and curious people who have a passion for solving global user issues, building operations, and driving process improvements, and who want to play a front-line role in building this new operational capability for Stripe and accelerating Stripe's growth. In this role, you will recruit, manage, and develop a group of Operations Associates who are focused on supporting Stripe's Enterprise users. You will cultivate the happiness of your team members while guiding them to be the best they can be, through feedback, coaching, mentoring, and advocacy within the organization. This means helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals. To be a fit, you will have a strong operations mindset, be able to move quickly, and be passionate about delivering an incredible user experience. RESPONSIBILITIES • Guide the organization to design and deliver incredible user experiences globally and in the Asia-Pacific region. • Recruit, manage, coach, and develop a team of Enterprise Support Specialists. • Drive strong operational delivery and process improvement, helping to mitigate risk while balancing operational efficiency and user impact. • Identify gaps in current systems, policies, and strategies, and recommend enhancements and process improvements to mitigate risks. • Build a great culture and ensure team members are happy, effective, and growing in their careers. • Set clear goals and direction, and provide regular feedback on team members' performance. • Be data-driven in your analysis of performance, and in your decision-making. • Transmit and foster our values, serving as a beacon of Stripe's user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment. 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 • 8+ years of experience leading operations support teams. • Experience working cross-functionally with multiple teams to deliver high-impact initiatives. • Experience in delivering weekly and monthly business metrics and reporting. • Excellent written and verbal communication skills. • An ability to partner effectively with internal stakeholders. • Background of identifying and remediating quality gaps in team performance. • Passion for process improvement and innovation. • Ability to periodically work a weekend day for which you will receive a weekday off. PREFERRED QUALIFICATIONS • Experience in building and scaling support teams. • Experience in expanding vernacular language operations. • Strong operational background including experience with new process launches and service delivery in a high-growth technology company.

ASSA ABLOY AB

Är du redo för en ny och spännande utmaning? ASSA ABLOY Opening Solutions Sweden AB söker en engagerad Product support & service technician. Hos oss får du möjlighet att utvecklas i din roll och vara med och bidra till att driva branschen framåt. Vi söker dig som vill komma in med nya perspektiv och vara en del av vår fortsatta resa. Du blir en del av vårt team i Mölnlycke, Sverige, där vi erbjuder en öppen och samarbetsinriktad kultur som ger dig goda förutsättningar att bygga en karriär att vara stolt över. Vad du kommer att göra som vår Product support & service technician Som supportmedarbetare inom säkerhetssystem är du en nyckelperson i vårt Technical Support-team. Du hanterar och löser inkommande supportärenden från kunder med supportavtal, och ansvarar självständigt för 2nd line support inom dina produktområden. Du håller även tekniska utbildningar för återförsäljare och stöttar R&D-teamet med tester av ny funktionalitet. Rollen kräver ett starkt tekniskt intresse, god kommunikationsförmåga och erfarenhet av säkerhetssystem — särskilt ARX. I denna roll rapporterar man till Technical Support Manager. Ansvarsområden som Product support & service technician: Registrera, hantera och lösa inkommande supportärenden från kunder med supportavtal. Självständigt agera som 2nd line support inom angivna produktområden, via telefon och fjärruppkoppling. Bedöma ärendens karaktär och allvarlighetsgrad. Hålla tekniska utbildningar för återförsäljare och stötta R&D-teamet med regressionstester av ny funktionalitet. Besöka kunder för felsökning och support i mindre utsträckning. Färdigheterna och erfarenheten du behöver: 5+ års arbetslivserfarenhet inom säkerhetsbranschen och erfarenhet av säkerhetssystemet ARX. Dokumenterad praktisk erfarenhet av att installera, driftsätta och felsöka tekniskt avancerade system, samt erfarenhet av teknisk support inom IT-produkter och/eller produkter från säkerhetsmarknaden. Goda kunskaper i IT-miljöer, exempelvis MS Office och ärendehanteringssystem — erfarenhet av Jira är meriterande. Kunskap om komplexa dörrmiljöer och/eller IP-kommunikation är meriterande. Minst gymnasieexamen, gärna med teknisk inriktning, samt flytande svenska och engelska i tal och skrift. För att trivas och lyckas i rollen behöver du vara en självgående person med ett genuint tekniskt intresse och förmåga att hantera flera ärenden samtidigt utan att tappa struktur eller kvalitet. Du har en naturlig fallenhet för att förmedla teknisk information på ett tydligt och pedagogiskt sätt, och du känner dig trygg i kundkontakt — oavsett om det sker via telefon eller på plats hos kund. Du är lösningsorienterad och tar initiativ till att självständigt söka information för att komma till botten med ett problem. Samarbete är viktigt för dig, och du bidrar aktivt till teamets gemensamma mål samtidigt som du trivs med att ta eget ansvar. Eftersom arbetet stundtals kan vara intensivt krävs det att du har god prioriteringsförmåga och förmågan att behålla lugnet även under press. Vi erbjuder Vi brinner för att erbjuda fantastiska möjligheter och förmåner, så att du kan fortsätta och utveckla en livslång karriär hos oss – här är vad vi har att erbjuda: Vi erbjuder dig stor frihet att planera din arbetstid i samråd med kollegor och våra kunder. En konkurrenskraftig lön. Möjligheter till lärande och karriärutveckling, vare sig det är online-utbildning, ledarträning eller stärkande av dina färdigheter. Givetvis ingår det en del förmåner vid anställning hos oss, vi berättar gärna mer om dem när vi hörs. Vi granskar ansökningar regelbundet, så vänta inte Vi bygger mångsidiga och inkluderande team och uppmanar ansökningar från alla som kan se sig själva arbeta med oss. Skapa bara din profil och ansök här. För att säkerställa att din personliga information är säker, tittar vi inte på några ansökningar som skickas via e-post eller post. Om du har några frågor om rollen eller processen, skicka ett e-postmeddelande till Mona Yusefi, Talent Acquisition Business Partner, på mona.yusefi@assaabloy.com. Beroende på rollens riskprofil kan en bakgrundskontroll behöva genomföras. Slutkandidater kan därför komma att genomgå en bakgrundskontroll. Genomförandet av bakgrundskontrollen sker med samtycke och baseras på vår integritetsinformation för kandidater. Låt oss tillsammans skapa en tryggare och mer öppen värld! För att få reda på mer om oss, besök www.assaabloy.com We are the ASSA ABLOY Group Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences. #LI-WGIE

Figma

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us! As an Enterprise Specialist on the Product Support team, you'll partner closely with the Enterprise Support Manager to deliver and continuously improve our Enterprise Support experience, supporting Figma's most strategic customers with high-quality, reliable, and efficient support across complex use cases. You'll play a key role in building trust with customers and collaborating with internal partners such as Sales, Product, and Engineering, bringing technical expertise in working with Enterprise-level customers to diagnose issues, determine solutions, and anticipate customer impact — serving as a customer advocate while working cross-functionally to deliver an exceptional experience. This is a full time hybrid role that can be held from our London hub. What you'll do at Figma: * Develop expertise of Figma's products and the journey of our customers, from Product Designers to Account Administrators, to accurately diagnose sophisticated inquiries * Interact with Figma customers daily via email, taking ownership over cases from start to resolution * Partner closely with Sales teams to guide large scale organizations through complex workspace configurations, acting quickly to address technical issues and ensuring successful account setup * Operate as the voice of the customer, capturing both product and process gaps in the experience and presenting data-backed cases for new feature development and process automation * Act as designated point of contact for high-risk escalations and issues, proactively engaging the appropriate partners, and owning communication through to solution * Identify trends and communicate insights to our Product and Engineering teams to advocate for bug fixes, process improvements, and feature enhancements * Engage in pilot programs and experimentation to identify efficient approaches for delivering fast and personalized interactions to meet performance expectations and customer commitments * Recommend foundational tooling and processes in partnership with our Product Support Operations teams to ensure we are set up to scale We'd love to hear from you if you have: * 3+ years' experience working in a Support environment for a technical SaaS product, ideally supporting Enterprise customers * Experience troubleshooting SAML/SSO and SCIM configurations for large-scale organizations * Experience working with system administration for large end-user communities or guiding customers through complicated implementations * Experience in evaluating business impact of technical issues to drive cross functional alignment, prioritization, and timely resolutions While it's not required, it's an added plus if you also have: * Skilled in using tools such as Adobe XD, Sketch, and/or Framer and a passion for UX/UI development * Familiarity with or willingness to learn AI concepts (e.g., prompt refinement, natural language tools, generative AI, machine learning basics) At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to accommodations-ext@figma.com. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.  Examples of accommodations include but are not limited to:  * Holding interviews in an accessible location * Enabling closed captioning on video conferencing * Ensuring all written communication be compatible with screen readers * Changing the mode or format of interviews  To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding. By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figma's Candidate Privacy Notice.