User Escalation 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 Technical Account Management (TAM) team directly supports our largest, and fastest growing paid users.  We provide proactive consultation, best practice guidance, and ongoing managed services to optimize and accelerate our users’ business. We pursue excellence in user service, aiming to consistently exceed expectations.  WHAT YOU’LL DO Stripe is looking for a Singapore based leader to mentor, lead, and grow Stripes within Technical Account Management (TAM for Greater China). This manager will lead an established group of high-performing Stripes working with Enterprise, Direct and Platform accounts. This manager’s day to day interactions with the team will cultivate happiness, define and implement cross-functional solutions at scale, lead through user challenges and provide continual mentorship and feedback. In addition, this manager will work cross-functionally to drive operational programs to elevate Stripe’s level of service and support through setting strategy, defining clear goals and determining prioritization with data and user feedback. RESPONSIBILITIES * Partner with the TAM leadership to shape the strategy for Stripe’s largest segment and most complex engagements. * Lead a team of technical account managers working with Stripe’s largest users. * Hire and retain top technical talent as the team scales. * Guide the TAM organization to deliver incredible services experiences, grow services revenue, and contribute to strategic programs. * Ensure that team members are happy, effective, and growing in their career and user work. * Set clear goals and direction for the team and each individual; provide regular feedback on your team members’ performance. * Analyze data from user feedback and experiences to drive efficiency and build quality. * Be an advocate for Stripe users and champion for users’ needs internally. * Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion and empowerment. * Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements. 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 * Business-level proficiency in Mandarin (written and spoken) is required, as this role involves communications with our users in the Greater China region. * 10+ years of experience in professional services, customer success, solutions architecture, or technical account management programs. * Experience working with strategic accounts. * Excellent written and verbal communication skills. * An ability to build trust with users, setting a high bar for quality, with a willingness to lead by example. PREFERRED QUALIFICATIONS * Experience with fintech SaaS products and/or Payments industry. * Experience leading growth initiatives (through driving sales revenue and/or elevating operational service) with winning track-record. * Proven ability to scale a technical services or technical support team in a high-growth environment.

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. WHAT YOU'LL DO As part of our growing, global Product Support team, you'll be a critical driver in delivering excellent user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, problem-solving mindset, and project management skills to strategically improve our support systems, processes, and product quality. You'll own complex technical user issues and coordinate with cross-functional teams, including Engineering and Product, to drive them to resolution. A deep understanding of SQL and APIs allows you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work focuses on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with our key metrics, such as Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreements (SLA). RESPONSIBILITIES * Analyze and troubleshoot complex technical issues through direct user interaction (email, phone), utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation. * Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues. * Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics. * Lead continuous improvement initiatives aimed at hitting key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance. * Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams. * Collaborate with and advocate to Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability. * Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions. * Constantly challenge the status quo and push for innovation in user support strategies and operational processes. 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 * Business-level proficiency in Mandarin (written and spoken) is required, as this role involves daily communications with our users in the Greater China region.  * 4+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues. * Proficiency in SQL for data analysis and querying, with the ability to interpret datasets. * Experience working with APIs. * Excellent problem-solving skills, capable of diagnosing complex issues and driving them to resolution. * Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress. * Experience in project management, particularly in optimizing processes, workflows, or support operations. * Willingness to work occasional weekends and holidays (with compensatory time off). PREFERRED QUALIFICATIONS * Strong data analysis skills and a passion for interpreting data to improve decision-making and outcomes * Comfortable explaining technical concepts to both technical and non-technical stakeholders * Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues

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