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Product Support Specialist (Mandarin-speaking)

31 minutes ago
Singapore
Full-time
Mid Level
Customer Support
Customer and Technical Support
SQL
Apply Now
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
View All Jobs 189

Description

  • Analyze and troubleshoot complex technical issues through direct user interactions via email and phone.
  • Use SQL and API documentation to extract, interpret, and investigate data related to user issues.
  • Develop deep product and platform expertise by working closely with Engineering, Product, and Operations teams.
  • Optimize and scale support processes to improve efficiency and the overall user experience.
  • Lead continuous improvement initiatives to improve CSAT, Contact Rate, and SLA compliance.
  • Create and refine self-service documentation that helps users resolve issues independently.
  • Collaborate with Product and Engineering to advocate for platform improvements based on user feedback.
  • Lead cross-functional projects to identify inefficiencies and implement long-term operational solutions.
  • Drive innovation in support strategies and operational processes.

Requirements

  • Business-level proficiency in Mandarin, written and spoken, is required for daily communication with users in the Greater China region.
  • 4+ years of experience in a customer-facing product support role focused on troubleshooting technical issues.
  • Proficiency in SQL for data analysis and querying, including interpreting datasets.
  • Experience working with APIs.
  • Exceptional problem-solving skills with the ability to diagnose complex issues and drive resolution.
  • Proven stakeholder management experience with the ability to influence cross-functional teams and drive progress.
  • Experience in project management, especially optimizing processes, workflows, or support operations.
  • Willingness to work occasional weekends and holidays, with compensatory time off.
  • Strong analytical skills and a passion for using data to improve decisions and outcomes. (preferred)
  • Ability to explain technical concepts to both technical and non-technical stakeholders. (preferred)
  • Comfort in technical environments and the ability to diagnose and resolve highly technical user issues. (preferred)

Benefits

  • Compensatory time off for occasional weekend and holiday work.
  • Opportunity to work on a global product supporting millions of businesses.
  • Chance to contribute to mission-driven work with broad impact on the internet economy.

Interested in this position?

Apply directly on the company website

Apply Now

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