About Stripe
Stripe is a financial infrastructure platform that lets businesses accept payments, grow revenue, and accelerate new opportunities. The company’s mission is to increase the GDP of the internet, empowering users worldwide.
The Team
The Product Support Team focuses on ensuring our users receive a best‑in‑class support experience. You will interact directly with high‑value customers and help maintain a stellar Stripe experience.
What you’ll do
Troubleshoot complex user issues and communicate with high‑value customers via email and occasionally call, providing a best‑in‑class support experience.
Own and manage business‑critical escalations and incidents for users.
Become an expert in all Stripe products, gaining deep knowledge of processes and workflows to resolve user issues.
Work with a small portfolio of users, analyze and improve their support experience, and provide contextual insights to account‑team stakeholders.
Collaborate 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 support documentation and processes to improve user experience and scale operations.
Resolve business‑critical escalations, collaborate with cross‑functional stakeholders to mitigate incidents, and iterate on service delivery for critical escalations.
Upskill project‑management skills through initiatives that reduce support contact rate, improve CSAT, First Response SLA, and Resolution SLA scores.
Qualifications
User‑first mindset and enthusiasm for solving difficult problems.
Excellent written and verbal communication skills.
Strong analytical thinking and problem‑solving abilities.
Prior experience in customer service or internal/external user‑facing operations.
Passion for learning about technical products, organized, self‑starter, and focused on finding solutions to user challenges.
Humility and proven track record of working well across teams and with external partners.
Willingness to work two holiday days per year (you will receive a weekday off in the week following a holiday shift).
Preferred: experience with SQL, Tableau, Hubble, and APIs.
Preferred: background in account management, customer experience, program management, or project management.
Preferred: comfort learning new functions and features of technical products.
Preferred: experience leveraging root‑cause analysis to make data‑driven decisions.
In‑office expectations
Office‑assigned employees are expected to spend at least 50% of the time in the office each month. Some locations may require 100% office presence. Expectations vary by role, team, and location, and the hiring manager will discuss specifics.
Pay and benefits
The annual salary range for this role in the primary location is €52,800–€79,200. The range may vary by location and career level and is refined during the interview process based on experience, qualifications, and specific location. Benefits include equity, company bonus or sales commissions/bonuses, retirement plans, health benefits, and wellness stipends.
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