Enterprise Support Specialist, Stripe

• You have a user first mindset and are energized by the challenge of solving difficult problems
• You have excellent communication skills, both written and verbally
• 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 our user’s challenges
• You are humble and have a proven track record for working well across teams and with external partners
• Willingness to work two holiday days per year - you’ll receive a weekday off of your choosing the week following a holiday shift

Desirable

• As a part of the Enterprise Support Team, you’ll spend most of your time interacting directly with our users and ensuring that they have a stellar Stripe experience
• Troubleshooting complex user issues and communicating with Stripe’s highest value users, providing a best-in-class support experience, by email
• Own and manage business critical escalations and incidents for users
• Become the expert in all Stripe products, deeply understanding our processes and workflows in order to resolve user issues
• Work with a small portfolio of users, to whom you’ll be directly accountable for analyzing and improving their support experience, providing contextual insight regarding users’ experience with support to account team stakeholders
• Work with Engineering and other Operations teams to diagnose and solve technical user problems
• Develop relationships with users and identify opportunities to improve support and overall experience with Stripe
• Analyze and optimize our support documentation and processes to improve our users’ experiences and help scale our operations
• Casework
• Troubleshooting complex user issues and communicating with Stripe’s highest value users, providing a best-in-class support experience, by email and occasionally by call
• Become the expert in all Stripe products and how our largest users use them with their unique integrations, in order to comprehensively resolve user issues with context-aware support
• Escalation / business critical issue management
• Resolve business critical escalations and collaborate with cross functional stakeholders in the mitigation of incidents
• Iterate and improve service delivery for business critical escalations in order to delight our largest users who value quick resolution and proactive communication to any outages
• User & Project work
• Work with a small portfolio of users, to whom you’ll be directly accountable for analyzing and improving their support experience, providing contextual insights regarding the users’ experience with support to account team stakeholders. These users are either new to Enterprise support or are a heavy user of support
• Upskill your project management skills by working on initiatives to reduce support contact rate, uplift our CSAT scores or improve or First Response SLA and Resolution SLA scores in order to enable our team to provide a best-in-class support experience to our largest users at scale