Engineering Manager, Stripe
Support Experience
$177.3-266k
A financial infrastructure platform for businesses
Job no longer available
A financial infrastructure platform for businesses
1001+ employees
Job no longer available
$177.3-266k
1001+ employees
Company mission
To increase the GDP of the internet
Role
Who you are
- 2+ years of engineering management experience
- 5+ years of full-stack software development experience
- You have a consistent track record of hiring and leading productive engineering teams
- You desire to and have nurtured healthy work environments that are supportive, challenging, diverse and inclusive
- You’re motivated to work in highly cross-functional organizations, with a strong ability to lead and measure product outcomes
- You’ve leveraged your strong technical background and hands-on experience in solving large scale and difficult technical problems
- You have experience building extensible, leveraged software solutions that scale to different kinds of user needs
- A passion for supporting both external users and internal customers
- Clear and persuasive writing and in-person communication
- Have a high quality bar, attention to detail, and you help your team deliver polished products
Desirable
- You have experience building and leading a distributed team that works across multiple locations and time zones
- You are comfortable planning in quarters, and can set a vision for multiple years
- Successfully recruited and built high performing teams
- The ability to thrive with a high level of autonomy and responsibility
- Experience managing multiple teams or product areas
- Familiarity with Artificial Intelligence, Large Language Models (LLMs), or generative AI
- Experience working on internal tooling or support infrastructure
- Experience writing software in Ruby, React, or Typescript
What the job involves
- The Support Experience engineering teams build and improve Stripe’s user support from end to end: how users get help within our products, how they get in touch with us when they have questions, and how our teams use internal tools to answer those questions
- We’re accountable for the quality and reliability of this support stack and we use data and firsthand user research to continuously improve it
- Providing great support to users of all sizes is culturally important to everyone at Stripe
- We are a group of capable, friendly, user-oriented engineers that partner closely on this problem with Stripe’s world-class design, product, and operational teams
- This includes the external-facing support interfaces (support.stripe.com), content, entry points, internal tooling, case routing, and helping product teams across the company reduce support volume by improving our products
- We’re looking for an engineering manager to lead one of our engineering teams, build relationships with customers internally and externally, and champion our vision of building the best platform for internet commerce
- You will have the opportunity to lead the team that’s scaling our internal support platform which connects Stripe users with the teams that are best equipped to help them
- This might involve optimizing complex support case routing algorithms, exploring the feasibility of using AI or LLMs to improve support outcomes or extend our reach more globally, or finding new ways to reduce contact volume while improving customer satisfaction with Stripe
- Defining the technical vision and architecture for Stripe’s support products and systems
- Building engaging, responsive user interfaces that make it truly enjoyable to get help from Stripe. For example, we used React to build a chat UI from the ground up so that it would feel at home in the Stripe Dashboard
- Scaling the contact platform that connects Stripe users with the teams that are best equipped to help them. This might involve implementing new API endpoints for use across multiple products, iterating on data pipelines to maximize visibility into our support operations, or simplifying complex routing logic for support cases on a global scale
- Improving the internal tools that empower our user-facing teams to build new case-solving workflows, publish dynamic, localized content to our user-facing support site or agent tools, and answer every support request with the right context for any user
- Improve efficiency of our support operations by leveraging AI or LLMs to summarize content, provide insights at scale, or help users get answers to questions without needing to wait for a human response
- Hire, lead, and manage a team of talented engineers on the team, providing mentorship, guidance, and support to ensure their success
- Collaborate with cross-functional stakeholders, including product managers and designers, to understand customer needs and translate them into technical solutions
- Define the technical vision and roadmap for the suite of products managed by the team, aligning it with business objectives and industry best practices
- Drive the execution of projects, overseeing the entire development lifecycle from planning to delivery, while maintaining high standards of quality and timely completion
- Foster a collaborative and inclusive work environment, promoting innovation, knowledge sharing, and continuous improvement within the team
- Stay up-to-date with emerging technologies, industry trends, and advancements in observability practices to identify opportunities for improvement and innovation
- Communicate effectively with stakeholders, providing regular updates on project status, progress, and any potential risks or challenges
Our take
Stripe, nowadays a FinTech giant, spent the first few years since its founding building up its payments business, which primarily consisted of providing an API to eCommerce businesses so that they could easily integrate a payments option in their apps or websites, where before there was none.
More recently, Stripe has started to accelerate its growth with a significantly larger range of financial services including cash advances and credit cards. They also plan to build incorporation services, fraud protection, and more, diversifying its revenue away from payments and differentiating itself from its competitors.
To further expand its position, the company is looking to triple its presence in Ireland, and extend its services to countries with vast customer potential, including Brazil and India. Its latest venture, coming atop significant new funds, is to partner with OpenAI, the company behind ChatGPT - a win-win collaboration that will monetize OpenAI’s flagship products and at the same time enhance Stripe with GPT-4, as it moves forwards with intentions to "build the payments foundation for tomorrow's AI economy."
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-5% employee growth in 12 months
Company
Funding (last 2 of 13 rounds)
Mar 2023
$6.5bn
GROWTH EQUITY VC
Mar 2021
$600m
SERIES H
Total funding: $8.7bn
Company benefits
- Unlimited paid time off policy
- Work from home opportunities
- Comprehensive mental, physical and medical health plans
- Fertility benefits and parental leave
Company values
- Built for builders - The best reason to work at Stripe is that you will have colleagues who support and challenge you to do the best work of your career. We combine a big-picture mindset with obsessive attention to the details, down to the last pixel, API parameter, and word.
- An environment of growth - We care about results more than CVs. We value managers who remain experts while developing talent and designing successful orgs. You can also have a big impact and advance far without managing anyone. We want you to take what you’ve been hired to do, and show us how it’s done – you might create something we never would have imagined. We have had account managers start a publishing arm, interns who have run business units, and hackathon participants who have built company-defining products.
- Fast-paced, detail oriented - We balance innovation with scrupulous attention to every bit and byte involved in the movement of money – because we can’t do our job well unless we do both. When we started, we emailed every API error to everyone at the company. Now, we have more than 250 million API requests a day – and we still care about each one.
- Voraciously curious - We wish there was a book that described what we need to do next (we’d even publish it), but since there isn’t, we all have to write it together. You will need to find answers to questions you’ve never been asked before. Sometimes, you will be the first person ever to contemplate a particular problem. We want people who devour books for fun and approach new challenges with eager curiosity.
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Patrick Collison
(Content Strategist)Studied maths at MIT before founding Stripe. Also on the board of the Long Now Foundation.
John Collison
(President)Studied at Harvard but dropped out to found Stripe.
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