Product Support Specialist, Stripe

• 3+ years of relevant work experience in a customer care and users-first role
• Solid stakeholder management skills and an ability to influence others to drive progress
• A sense of urgency and a drive to see issues through to resolution
• Strong written communication skills and the ability to interact with users and stakeholders clearly and empathetically
• Have a strong sense of how to scale great user support experiences and can design and continuously improve operational processes
• The ability to solve open-ended problems
• Prior experience with data analysis and SQL. The ability to learn quickly and problem solve on the fly with minimal guidance
• Technical savvy and ability to navigate multiple complex systems simultaneously to respond to user inquiries
• Willingness to work on occasional weekends and holidays - you’ll receive a weekday off of your choosing the week following a weekend shift

Desirable

• As 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
• Troubleshoot 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 problems
• Optimize our support documentation and processes to improve users’ experiences and help scale our operations
• Drive 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 tools
• Advocate to the Product and Engineering teams for optimizing our products on behalf of our users
• Challenge the status quo, identifying how and where Stripe needs to improve to better serve users