Product Support Specialist (Mandarin-speaking)

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 Escalations team offers a single point of entry for all user escalations raised by Stripes on behalf of a user. This team is accountable for all user escalation resolutions by either direct responsibility for resolution or by partnering with other support and non-support teams to facilitate a resolution. We aim to help users find speedy issue resolution and alleviate confusion and unnecessary effort from non-Support Stripes to do this. We'll dig into specific user escalations to find top drivers for our most frequent and painful issues affecting our largest users as well as analyze the experience for the broader subset of users. Ultimately, these cases often shine a light on points of failure within Stripe, and the User Escalations team has the opportunity to create transformative user experiences, while also helping edit Stripe to rectify the structural issues that resulted in the escalation in the first place. This is a high-visibility, high-impact role, with the responsibility to work with users and cross-functional stakeholders, all while helping build this team from the ground up. WHAT YOU'LL DO In this role, you'll play a vital part in addressing user escalations at Stripe, focusing on swift and effective resolution. You'll engage directly with users and the reporters of the escalations, while also collaborating with product and engineering teams to ensure effective resolution of user issues. Additionally, you'll leverage data and insights to identify trends and root causes, and drive support improvements across the wider organization. RESPONSIBILITIES * Respond to incoming User Escalations from Stripes in a timely manner (within agreed service levels) as well as triage, scope, and support to resolution  * Communicate directly with users to solve the most painful problems, via email and phone * Be accountable for timely and accurate resolution for all User Escalations within agreed service levels  * Directly, or in partnership with other Stripe teams, drive fast resolution and demonstrate extreme ownership in solving users' issues completely  * Conduct thorough, data-driven root-cause analyses of escalations, and work with partner teams to validate findings * Share findings and insights with leaders through forums and presentations * Collaborate with partner teams to identify remediations to address root causes of escalations and drive change from a user-first mentality * Challenge the status quo, identifying how and where Stripe needs to improve to better serve users * Help build the team and process from the ground up * Support training and socialization efforts for process adoption across Stripe * Build relationships with partner teams and drive accountability for completion of remediations * Understand and help influence the relevant product roadmaps that will address the most frequent user escalations 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 * 2+ years of experience in a user support (customer-facing) role  * Prior experience in troubleshooting and working on short SLA cases or escalations * Prior experience working on projects or process improvement initiatives * Sound judgment and impeccable attention to detail * Deep sense of customer care and user-first perspective * Unflappable, exothermic energy under pressure * Comfort with ambiguity and a proven ability to create order out of chaos by building processes that help the team run better and deliver a better user experience * 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 PREFERRED QUALIFICATIONS * Experience leading multiple concurrent projects * Rigorous analysis and the ability to use data to inform decisions * Comfort with SQL is a plus. * Experience in large and enterprise users is a plus.

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.

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 Technical Account Managers work cross-functionally to support the largest and most complex Stripe users. Through trusted relationships, we offer customized, strategic consultations and proactively identify opportunity areas to help businesses deliver more value to their customers, optimize technical operations on their teams, and accelerate their global growth with Stripe. WHAT YOU'LL DO RESPONSIBILITIES * Provide a Gold Standard Experience to your assigned accounts' key stakeholders * Work with the wider Operations team to provide current state, resources, and knowledge to enable Gold Standard Experience across teams interacting directly with the user via support channels, external documentation, or product and feature feedback or development * Foster long-term user relationships that grow loyalty to Stripe and Stripe products * Work cross-functionally both internally and within your user's organizations to provide and implement operational solutions on subjects not limited to fraud, disputes, declines, product adoption, and global expansion * Work closely with Customer Success and other user-facing teams as part of a larger effort to support users on Stripe * Lead user-facing meetings both in person and through video chat * Collaborate on the continued design of this support offering * Create user-facing content for long-term solutions 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 * Minimum 3 years of experience in enterprise-level client-facing work in the GCN region * Fluent business level Chinese * Strong product sense and a drive to solve difficult, user-related problems * Strong written and verbal communication skills in English * Ability to lead complex integration conversations in a highly consultative and proactive manner * Familiarity with APIs and ability to explain API concepts to the largest and most technical Stripe customers * Familiarity with SQL and the ability to build basic queries and modify more complex ones * Strong technical troubleshooting skills and comfort interfacing with technical teams * A professional, confident, and collaborative personality as an adept client relationship manager, capable of engaging in business-level and technical conversations at multiple levels of the organization PREFERRED QUALIFICATIONS * An operations-savvy mindset, with the ability to identify and eliminate process friction while continuing to build scalable processes * Experience in small-to-medium-scale project management * Strong organizational skills and self-starting mindset * Experience with tools like Postman, Xcode, Python, Webhooks, and ETL * Experience in the payments industry