What you'll doAs part of our growing, global Product Support team, you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting-it's about using your technical expertise, analytical mindset, and project management skills to strategically improve our support systems, processes, and product quality.
You will take ownership of complex, technical user issues and work across teams, including Engineering and Product, to resolve them. A deep understanding of SQL and APIs will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with Stripe's key metrics, such as Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreements (SLA).
Responsibilities- Analyze and troubleshoot complex technical issues through direct user interaction (email, phone), utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation.
- Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
- Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
- Lead continuous improvement initiatives aimed at hitting key performance metrics (SOKRs) such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance.
- Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
- Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.
- Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
- Constantly challenge the status quo and push for innovation in user support strategies and operational processes.
Who you areWe're looking for someone who meets the following requirements to succeed in this role:
Minimum requirements- 5+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
- Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
- Experience working with APIs
- Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
- Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
- Experience in project management, particularly in optimizing processes, workflows, or support operations.
- Willingness to work occasional weekends and holidays (with compensatory time off).
Preferred qualifications- Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes.
- Comfort explaining technical concepts to both technical and non-technical stakeholders.
- Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.
