Enterprise Product Support Manager

1 hour, 53 minutes ago
Full-time
Lead
Customer and Technical Support
Stripe

Stripe

Stripe is a global technology company that provides financial infrastructure for the internet. They offer a suite of APIs and tools for businesses to accept online and in-person payments, automate financial processes, and embed financial services in th...

Diversified Financial Services
5K-10K
Founded 2009
$8700M raised

Description

  • Design and deliver strong user experiences for enterprise users globally and in the APAC region.
  • Recruit, manage, coach, and develop a team of Enterprise Support Specialists.
  • Drive operational delivery and continuous process improvement while balancing efficiency, risk mitigation, and user impact.
  • Identify gaps in systems, policies, and strategies and recommend enhancements to improve operations.
  • Build a positive team culture and support employee growth and career development.
  • Set clear goals and direction for the team and provide regular performance feedback.
  • Use metrics and data to analyze performance and guide decision-making.
  • Partner with internal stakeholders and cross-functional teams to deliver high-impact initiatives.
  • Serve as a champion for Stripe’s user-centric, transparent, empathetic, inclusive, and empowering culture.

Requirements

  • 8+ years of experience leading operations support teams.
  • Experience working cross-functionally with multiple teams to deliver high-impact initiatives.
  • Experience delivering weekly and monthly business metrics and reporting.
  • Excellent written and verbal communication skills.
  • Ability to partner effectively with internal stakeholders.
  • Experience identifying and remediating quality gaps in team performance.
  • Passion for process improvement and innovation.
  • Ability to periodically work a weekend day, with a weekday off in exchange.
  • Experience building and scaling support teams (preferred).
  • Experience expanding vernacular language operations (preferred).
  • Strong operational background, including new process launches and service delivery in a high-growth technology company (preferred).

Interested in this position?

Apply directly on the company website

Apply Now

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