Payment Methods Specialist / Senior Payment Methods Specialist (Alternative Payment Methods)

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.

Payment Performance Specialist

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 Global Payments Performance Team identifies payment optimization opportunities for Stripe’s largest and most critical merchants. The Global Payments Performance team serves a critical role both in demonstrating thought leadership on challenging payment topics, and also partnering with our high-potential merchants to set them up for long term success. We want a partnership with Stripe to be a competitive advantage for our customers, large and small, by providing them with best-in-class technology in concert with insightful and specific advice on how to harness this technology to achieve their business goals. WHAT YOU’LL DO The Global Payments Performance team is responsible for leading data-driven discussions with existing and prospective merchants on optimisation strategies across a variety of areas including, card network costs, acceptance, fraud, and cross-border flows to start. You will be instrumental in building our optimisation narratives/tools and delivering on our merchant engagement model with a focus on high value merchants in Greater China and South East Asia. You will also collaborate with Sales, deploying your knowledge to differentiate Stripe to win deals, and partner with our Customer Success organization to ensure that merchants are successful working with Stripe. RESPONSIBILITIES * Lead discussions with existing and prospective merchants, and provide the Sales team with tools and training to lead discussions with merchants and prospects. * Serve as both an internal and merchant-facing expert on payment optimisation strategies. * Gather and build on Stripe’s wide-ranging payments expertise to create optimisation narratives/tools supported by rigorous analysis. * Use existing tools to  deploy sophisticated optimisation playbooks and analyses across Stripe’s customer portfolio. * Synthesise and relay customer feedback and our findings to inform Stripe’s product roadmap. * Provide feedback on our tools and playbooks to help continuously improve our self serve offerings 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 in payments or operations at a leading technology company, or consultancy in the payments industry. * A proven ability to build collaborative working relationships with cross-functional teams. * The ability to deal effectively with ambiguity and thrive in an unstructured, fast-moving environment. * A proven ability to be a self-starter capable of driving business results without significant supervision. * Experience presenting directly to merchants * Excellent verbal and written communication skills. * Strong data processing and analytical skills. * Spoken and written proficiency in Mandarin as the position liaises closely with the Greater China team  * Occasional travel within region, including the focus markets, and corporate head office   PREFERRED QUALIFICATIONS * Comprehensive knowledge of card network regulations, industry best practices for fraud management and local payment methods * Experience with AI tools, SQL, dashboard building, modeling, or reporting * Experience presenting data driven analyses to senior business leaders

Specialist Solutions Architect, Payments

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 Specialist Solutions Architects (SSA) are domain experts aligned to specific Stripe solutions and customer buying centers. We have in-depth knowledge of specific solution offerings and understanding of customer’s challenges. We advise the broader pre-sales team on complex opportunities, support pipeline development and revenue attainment, serve as an advisor on go-to-market sales plays, and provide critical insights to our product and engineering teams.  WHAT YOU’LL DO You will collaborate closely with sales and pre-sales teams to drive pipeline and revenue targets, while also educating the product and engineering teams on market trends and strongly influencing the product roadmap. You will develop deep relationships with senior customer business leaders and grow Stripe’s solution offerings with new and existing customers. As a subject matter expert, you will scale the broader organization by creating reusable assets and coaching teams on complex, high-value opportunities. You will also run customer workshops and take the lead on key opportunities. The team is looking for a Payments and Money Movement industry specialist with a proven track record of designing and deploying financial architectures for B2B and B2C enterprises that deliver on key business outcomes. You will engage with Stripe’s customers as a thought leader in the Payments space to lead them through financial infrastructure transformations and maximize for things like authorization rates, simplicity, conversion rates, while reducing risk and fraud rates.  You will extend your experience and expertise to customers to understand their existing architecture and lead them to redesign with Stripe and Stripe’s Optimized Checkout Suite and Link solutions, in order to achieve their business objectives. Your solutions and reference architectures will help customers strategically partner with Stripe to drive better conversion, higher revenue, and successful transformations. Your efforts as a Payments Specialist SA will have a direct impact on driving strategic, scalable engagements with the world’s most complex and innovative enterprises.  RESPONSIBILITIES * Lead customer teams to visualize, strategize, prioritize, implement, and measure impact and growth with Stripe solutions * Partner with customers to co-develop a strategy to embed our Payments capabilities and experiences throughout their platform for online and in-person payments, primarily focused on our Optimized Checkout Suite and Link solutions * Work with business and technology leaders to understand the holistic business strategy and define solution specific architectures that offer opportunities to simplify the payments processes while also reducing costs and risks and improving authorization rates, and conversion rates * Act as a technical consultant to customers to advise on financial architecture best practices that include Stripe as a key part of the solution architecture with the goal to help customers achieve high ROI on their investments * Understand existing financial technologies and architecture for a customers through deep discovery workshops * Be an advisor on change management efforts for product solutions and convey key messages to customers and stakeholders helping prioritize conflicting key performance indicators (timelines vs risk for example) * Create architecture diagrams that can be shared with customers to drive key solution and implementation decisions that accelerate deals and activations * Help Stripe capture additional market share by providing recommendations on Stripe product direction * Uplevel the broader team by developing reusable assets such as scalable value drivers, end-to-end solutions, best practices, architecture guides. * Keep abreast of new relevant technologies and industry knowledge, and showcase technical thought leadership through forums such as whitepapers, conferences, and industry events.  * Approximately 25% travel is anticipated to help you connect in-person in a meaningful way with users and collaborate internally 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 * 7+ years of experience working in payments, fintech, industry * Knowledge of ISO payment standards * Working knowledge of designing payment flows and architectures for large enterprises * Experience with the different payment methods globally, including BNPLs, wallets, etc. * Understanding of the impact of optimizing payment experiences for checkout conversion for merchants and ability to consult on the best design options for accepting payments * Knowledge of integration of the payment hubs with core banking systems, fraud and risk systems, sanctions screening, and money movement rails * Knowledge in one or more of the following areas: improving conversion, cost optimization, network compliance, processing reliability, cards feature expansion * Experience with large global enterprise scale infrastructure that includes designing and implementing multi-party money movement platforms such as marketplaces * Presents persuasively and authoritatively to peers and senior leadership, while facilitating collaborative conversation * Experience in creating a strategic technology direction, aligning it with tactical activities, and communicating plans broadly across the organization * Ability to communicate effectively across multiple audiences, including firm-wide business units, senior leaders, associates, and external vendors * Ability to travel per business needs PREFERRED QUALIFICATIONS * Experience integrating Stripe or other RESTful APIs into web applications * Experience with online and in-person payments, subscriptions, or other relevant concepts * Experience as a subject matter expert in a relevant industry, vertical, or product