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

Accurx

ACCURX IS SOLVING HEALTHCARE PRODUCTIVITY FOR THE NHS For decades, the NHS has struggled with fragmented systems that make simple tasks feel impossible. At Accurx, we’re changing that by building a single, system-wide platform that helps every patient get gold-standard, efficient, and joined-up care. What started as a way for GPs to text a patient, has now evolved into an all-in-one digital toolkit used by 98% of GP practices and 68% (and growing!) of NHS Trusts. Our platform now powers Total Triage to manage patient demand, and Self-Book that lets patients schedule their own appointments in seconds. We’ve automated routine care with Patient Questionnaires for long-term conditions, while Accumail finally allows staff-to-staff communication to happen instantly across different care settings. We’re now pushing the boundaries of the consultation itself with Accurx Scribe, our AI-powered note-taker that drafts medical notes in real-time. We’re not just shipping features. We’re giving clinicians their time back and ensuring every patient journey is as smooth as it should be. THAT SOUNDS COOL - WHAT DOES THE USER SUPPORT OPERATIONS MANAGER HAVE TO DO WITH IT? Healthcare teams rely on Accurx every single day; and when we ship new features, they need to land smoothly. As User Support Operations Manager (Product), you are the essential bridge between our frontline support operations and the product teams. As we ramp up our product launches, you'll ensure we keep pace with the roadmap without sacrificing quality, looking across all pods at once, turning reactive support into strategic insight. This is a Manager-level role for a structured project manager who can set the plan, define the timeline, and hold people accountable to a high "definition of done." THE CHALLENGES YOU'LL SOLVE AS A USER SUPPORT OPERATIONS MANAGER * Launch Sign-off: You own launch readiness and success, providing the formal confirmation of "we are ready" or "we are not ready" for every release across User Support. * Operational Excellence: You will build and maintain launch playbooks, setting standard checklists to ensure we remain coordinated as our launch volume increases. * Post-Launch Insight: You will own post-launch reporting and act as a key stakeholder in retrospectives, synthesising what went well and what users struggled with into actionable narratives. * Cross-Functional Coordination: You will act as the point of contact for product teams, using Slack and Linear to manage visibility, track progress, and ensure support has a voice in product decisions. * Data Integrity & Insight: You will define tagging taxonomies in Intercom to ensure we are capturing the right data to turn user friction into actionable narratives for product teams. * People Management: You line manage a team (~2-3 people), owning their performance reviews, career development, and delivery against pod priorities. * Pod Accountability: You will run pod leads syncs, setting weekly priorities, ensuring consistency across all workstreams and flagging capacity risks to leadership. * Maintaining the Frontline Connection: You will spend ~15% of your time online as a senior resource responding directly to users, ensuring you stay grounded in the current product experience. * Extended Support: As part of the User Support team, you will participate in the senior weekend cover rota to ensure our users are supported seven days a week. YOU SHOULD APPLY IF... * You are a Launch Expert: You have a proven track record of coordinating successful product launches in a fast-paced environment. * You deliver Complex Projects: You have strong project management skills and are comfortable managing multiple concurrent timelines and cross-functional stakeholders. * You possess "Owner" Energy: You have an accountable mindset, setting high standards and holding people to them rather than simply chasing a to-do list. * You are Data Literate: You are comfortable interpreting user data and adoption metrics to ensure we are capturing the right insights for the business. * You are a Collaborative Leader: You have experience managing senior individual contributors and can work constructively across product, engineering, and design. * You have the right background: You're a seasoned User Support Manager or Support Operations lead with a proven track record of managing product releases in a fast-moving SaaS or HealthTech environment, someone who can lead a team of specialists to deliver high-quality help content and tagging taxonomies under tight deadlines. WHAT'S IN IT FOR ME? You'll be joining an established but fast-growing Tech for Good movement, where we're led by our Principles and our mission to Solve Healthcare Productivity. * £45,000 – £57,000 salary + share options up to £15,000 * Benefits to suit you: £400 flexible benefits budget via Happl — spend it on private health insurance, wellness providers and more * Flexible Working: We are an office first culture and ask that you're in our (dog-friendly) Shoreditch office 3 days a week * Family matters: We offer enhanced parental leave, fertility support and parental loss support * We have our very own Chef! Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat! Want to know more about the company or the hiring process? Check out our Careers page and Candidate hub. Find us across social media: Medium, LinkedIn, X, Instagram and YouTube.