Enterprise Support Specialist, Stripe
$99-148.6k
More information about location
A financial infrastructure platform for businesses
Open for applications
A financial infrastructure platform for businesses
1001+ employees
Open for applications
$99-148.6k
More information about location
1001+ employees
Company mission
To increase the GDP of the internet
Role
Who you are
- 4+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues
- Embodies an empathetic, user-first mindset and embodies Stripe’s operating principles
- Has exposure to or experience with managing relationships with large, exceptionally complex/senior level stakeholders
- Exhibits an investigative mindset, strategic thinking, high attention to detail, and cross-functional coordination skills
- Can demonstrate technical aptitude, having experience with data analysis or use of technical tools to troubleshoot user issues
- Has demonstrated ability to problem solve with minimal guidance in a rapidly changing environment
- Has exceptional written, verbal, and presentation-based communication skills and the ability to translate complex solutions to users simply and clearly
- Willingness to work two holiday days per year - you’ll receive a weekday off of your choosing the week following a holiday shift
Desirable
- Prior experience with or exposure to SQL, Tableau, Hubble and APIs
- Some background experience in account management, program management or project management
- Comfortability learning new functions and features of technical products
- Experience leveraging root-cause analyses to make data driven decisions
What the job involves
- As a part of the Enterprise Support Team, you’ll spend most of your time interacting directly with our users and ensuring that they have a stellar Stripe experience
- Troubleshooting complex user issues and communicating with Stripe’s highest value users, providing a best-in-class support experience, by email
- Own and managed business critical escalations and incidents
- Become the expert in all Stripe products, deeply understanding our processes and workflows in order to resolve user issues
- Manage a small portfolio of users, to whom you’ll be directly accountable for analyzing and improving their support experience, providing contextual insight regarding users’ experience with support to account team stakeholders
- These users are either new to Enterprise support or are a heavy user of support
- Work with Engineering and other Operations teams to diagnose and solve technical user problems
- Develop relationships with users and identify opportunities to improve support and overall experience with Stripe
- Analyze and optimize our support documentation and processes to improve our users’ experiences and help scale our operation
- Troubleshooting complex user issues and communicating with Stripe’s highest value users, providing a best-in-class support experience, by email and occasionally by call
- Become the expert in all Stripe products & how our largest users use them with their unique integrations, in order to comprehensively resolve user issues with context-aware support
- Own & manage business critical escalations and incidents from start to finish
- Iterate & improve service delivery for business critical escalations in order to delight our largest users who value quick resolution and proactive communication to any outages
- Analyze and optimize our support documentation and processes to improve our users’ experiences and help scale our operations
- Identify and lead initiatives across our 5 pillars (Prevention, Availability, Effectiveness, Satisfaction, Effortlessness) to enable the team to provide a best-in-class support experience to our largest users at scale
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
-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 HQ
SoMa, San Francisco, CA
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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