Product Support Specialist, Stripe

• 1+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues
• Basic understanding of SQL for data analysis and querying, with the ability to interpret data sets
• Familiarity with API concepts
• Strong problem-solving skills, ability to diagnose complex issues and drive them to resolution
• Excellent communication skills, both written and verbal
• Ability to collaborate effectively with cross-functional teams and communicate clearly with various stakeholders
• Willingness to work occasional weekends and holidays (with compensatory time off)

Desirable

• As part of our growing, global 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 take ownership of complex, technical user issues and work on resolving them via email, developing product expertise, and contributing to the optimization of our support processes
• Your role will involve direct user interaction, collaboration with cross-functional teams, and participation in projects aimed at enhancing our support operations
• Having an understanding of SQL and APIs will allow you to effectively work with cross-functional teams, analyze data to inform decisions and propose solutions that drive operational efficiency
• You’ll participate in scaling support operations, creating better user experiences and pushing forward continuous improvements that align with some of Stripe’s key metrics such as Consumer Satisfaction (CSAT), Contact Rate and Service Level Agreements (SLA)
• Analyze and troubleshoot complex technical issues through direct user interaction (email, phone), 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
• Contribute to the optimization of support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics
• Participate in continuous improvement initiatives aimed at hitting key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance
• Assist in creating and refining 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
• Support cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions
• Contribute ideas and suggestions for improving user support strategies and operational processes