Product Support Specialist

3 hours, 6 minutes ago
Full-time
Junior
Project and Program Management
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

  • Troubleshoot complex user issues and provide support to Stripe’s highest-value users by email and occasionally by phone.
  • Own and manage business-critical escalations and incidents for users.
  • Become deeply knowledgeable about Stripe products, workflows, and user integrations to resolve issues in context.
  • Work with a small portfolio of users and analyze ways to improve their support experience.
  • Provide contextual insights about users’ support experiences to account team stakeholders.
  • Partner with Engineering and Operations teams to diagnose and solve technical user problems.
  • Develop relationships with users and identify opportunities to improve support and overall experience.
  • Analyze and improve support documentation and processes to help scale operations.
  • Lead or contribute to initiatives that reduce support contact rate and improve CSAT, First Response SLA, and Resolution SLA metrics.
  • Collaborate with cross-functional stakeholders to improve service delivery during outages and other incidents.

Requirements

  • Prior experience in customer service or internal or external user-facing operations.
  • Excellent written and verbal communication skills.
  • Strong analytical thinking and problem-solving ability.
  • User-first mindset and motivation to solve difficult problems.
  • Ability to learn technical products and processes quickly and work as an organized self-starter.
  • Humility and a proven track record of working well across teams and with external partners.
  • Willingness to work two holiday days per year, with a weekday off of your choosing the week after a holiday shift.
  • Prior experience with or exposure to SQL, Tableau, Hubble, and APIs (preferred).
  • Background in account management, customer experience, program management, or project management (preferred).
  • Experience leveraging root-cause analyses to make data-driven decisions (preferred).

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Regional Operations Manager, Premium Support

Airbnb 5K-10K Hotels, Restaurants & Leisure

Airbnb is hiring a full-time Regional Operations Manager in Ireland to lead customer service operations, manage people managers, and ensure high-quality support for the community.

SQL Tableau
2 hours, 51 minutes ago

Lead Solar Field Service Technician III

Pearce Services 1K-5K Construction & Engineering

Pearce is hiring a Lead Solar Field Service Technician to travel nationwide and lead utility-scale solar farm maintenance, troubleshooting, and repair work for ground-mount PV systems and power plant equipment.

3 hours, 6 minutes ago

Customer Service Representative (Remote)

ABC Legal Services 251-1K Specialized Consumer Services

ABC Legal Services is hiring a remote Customer Support Specialist in South Carolina to manage customer inquiries, resolve order issues, and help keep service-of-process orders moving efficiently.

Confluence
3 hours, 6 minutes ago

Virtualization Backup Engineer with Spanish

Veeam Software 1K-5K Internet Software & Services

Veeam is hiring a Virtualization Backup Engineer with Spanish to provide technical customer support for Veeam Backup and Replication and resolve complex backup and virtualization issues for IT professionals.

CRM DHCP DNS Linux Oracle SQL TCP/IP Unix
3 hours, 21 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers