Product Support Specialist

Who we areAbout StripeStripe 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 TeamStripe is live on 3 continents with over 100 supported currencies and rapidly expanding to power the online payments infrastructure throughout the world. While helping our users, the Operations team works closely with every part of Stripe, learning the intricacies of how we build products, manage risk, launch new countries, and keep users happy.What you’ll doAs a part of our growing, global Product Support team, you’ll spend most of your time interacting directly with our users and ensuring that they have a stellar Stripe experience. Many of our Product Support team members grow to specialize in focus areas like Risk, Enterprise, Sales, and Product.If you’re constantly curious, exceptionally tech savvy, and an outstanding communicator we want to hear from you!ResponsibilitiesTroubleshoot complex user issues and communicate with users by email (and occasionally by phone)Develop product expertise and work with Engineering and other Operations teams to diagnose and solve technical user problemsOptimize our support documentation and processes to improve users’ experiences and help scale our operationsDrive continuous improvements to hit our SOKR such as Consumer Satisfaction, Contact rate, SLA, etc.Develop customer support strategies and empower users to leverage our enhanced self-service toolsAdvocate to the Product and Engineering teams for optimizing our products on behalf of our usersChallenge the status quo, identifying how and where Stripe needs to improve to better serve usersWho you areWe’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 RequirementsDeep sense of customer care and users-first perspectiveSolid stakeholder management skills and an ability to influence others to drive progressA sense of urgency and a drive to see issues through to resolutionStrong written communication skills and the ability to interact with users and stakeholders clearly and empatheticallyHave a strong sense of how to scale great user support experiences and can design and continuously improve operational processesThe ability to solve open-ended problemsPrior experience with data analysis and SQL. The ability to learn quickly and problem solve on the fly with minimal guidanceTechnical savvy and ability to navigate multiple complex systems simultaneously to respond to user inquiriesWillingness to work on occasional weekends and holidays - you’ll receive a weekday off of your choosing the week following a weekend shiftPreferred QualificationsEnjoyment talking about technical concepts, great analytical skills, and comfort explaining technical concepts to a range of audiencesProficiency working in a technical environment and comfort working to solve technical user issuesWillingness to travel internationally (outside the US)Hybrid work at StripeOffice-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.Pay and benefitsThe annual US base salary range for this role is $92,400 - $138,600. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

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