Operations Specialist, Product Support

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

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.

As Stripe’s user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Stripe Delivery Center (SDC) strategy will provide operational leverage and expand Stripe’s portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams.

What you’ll do

Stripe is launching Stripe Delivery Centers - a new global team to design, implement and grow Stripe’s operations for the next decade. We are looking for dynamic and curious people that have a passion for solving global user issues, building operations, driving process improvements and want to play a front-line role in building this new operational capability for Stripe and accelerating Stripe’s growth. If you are passionate about helping users, naturally curious, and comfortable operating in ambiguity and finding creative solutions, we want to hear from you!

Responsibilities

Troubleshoot and solve external user issues

Communicate resolutions to end users in English

Analyze our processes and instigate changes to help scale our operations and improve user experience

Work closely with other Stripe teams to improve our product offerings and messaging around new products and features

Gain unique insights into how thousands of businesses on Stripe scale and operate

Have an opportunity to learn how Stripe operates from ground up and make a real impact on the future organization

Be a part of building a brand new team and operational culture for Stripe

Partner with global operations specialists or business process owners to run a critical workflow

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 a user first mindset and are energized by the challenge of solving difficult problems

You have excellent communication skills, both written and verbal

You have business proficiency in written and spoken English

You excel in analytical thinking and problem solving

You might have prior experience in customer service or internal / external user facing operations

You enjoy learning about technical products and processes, you are an organized, self-starter with passion for finding solutions to user’s challenges

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 periodically work a weekend day for which you will receive a weekday off; the SDC operates during daytime hours with shifts from the morning through early evening

Preferred Qualifications

Prior experience or knowledge in user support

Prior experience working on projects or process improvement initiatives

Familiarity with SQL and ability to use template or premade SQL queries as part of investigations

Applicants are personally responsible for obtaining and maintaining the right to work in Mexico.

In-office expectations

Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in our Bucharest, Romania site have an 80% in-office expectation, and those in Stripe Delivery Center roles in Mexico City, Mexico and Bengaluru, India work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

Pay and benefits

Stripe does not yet include pay ranges in job postings in every country. Stripe strongly values pay transparency and is working toward pay transparency globally.