Product Support, Stripe

• 5+ 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 API’s
• Exceptional 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
• 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

Desirable

• As part of our growing Product Support team, you will be a critical driver in delivering exceptional user experiences
• This role goes beyond basic troubleshooting—it's about using your technical expertise, analytical mindset, and project management skills to strategically improve our support systems, processes, and product quality
• You will 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 will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency
• Your work will focus on scaling support operations, creating better user experiences, and pushing forward continuous improvements
• Analyze and troubleshoot complex technical issues through direct user interaction, 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 and advocate with 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 drive the implementation of long-term solutions
• Constantly challenge the status quo and push for innovation in user support strategies and operational processes