Enterprise Support Specialist, 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 APIs
• Excellent 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 optimising processes, workflows, or support operations
• Willingness to work occasional weekends and holidays (with compensatory time off)
• At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description

Desirable

• As part of our growing, global Product Support team, you'll be a critical driver in delivering excellent user experiences
• This role goes beyond basic troubleshooting—it's about using your technical expertise, problem-solving mindset, and project management skills to strategically improve our support systems, processes, and product quality
• You'll 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 allows you to engage with these teams effectively, analyse data to inform decisions, and propose solutions that drive operational efficiency
• Your work focuses on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with our key metrics, such as Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreements (SLA)
• Analyse and troubleshoot complex technical issues through direct user interaction (email, phone), utilising 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 optimise 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 with and advocate to 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 driving the implementation of long-term solutions
• Constantly challenge the status quo and push for innovation in user support strategies and operational processes