Product Support Specialist

Who you are

You have a strong analytical mindset and a passion for interpreting data to improve decision-making and outcomes. With a deep understanding of SQL and APIs, you are comfortable explaining technical concepts to both technical and non-technical stakeholders. You thrive in technical environments and have the ability to diagnose and resolve highly technical user issues effectively. Your experience in project management allows you to coordinate with cross-functional teams, ensuring that user issues are resolved efficiently and effectively.

You are detail-oriented and have a knack for troubleshooting complex technical issues through direct user interaction. Your ability to engage with users via email and phone helps you understand their needs and provide exceptional support. You are proactive in identifying areas for improvement within support systems and processes, and you are committed to driving operational efficiency.

You possess excellent communication skills, enabling you to collaborate effectively with engineering and product teams. You are driven by a desire to create better user experiences and are motivated to push forward continuous improvements that align with key metrics such as Consumer Satisfaction (CSAT) and Service Level Agreements (SLA).

Desirable

Experience in a customer-facing role within a technical environment is a plus. Familiarity with project management tools and methodologies will help you excel in this position. A background in financial technology or a related field would be beneficial, as it will enhance your understanding of the products and services offered by Stripe.

What you'll do

As a Product Support Specialist at Stripe, you will be a critical driver in delivering exceptional user experiences. Your role goes beyond basic troubleshooting; you will utilize your technical expertise to strategically improve our support systems and product quality. You will own complex technical user issues and coordinate with cross-functional teams, including Engineering and Product, to drive them to resolution. Your work will focus on scaling support operations and creating better user experiences.

You will analyze and troubleshoot complex technical issues through direct user interaction, utilizing SQL to engage with data and inform your decisions. Your ability to interpret data will allow you to propose solutions that enhance operational efficiency. You will work closely with engineering teams to ensure that user feedback is incorporated into product improvements, ultimately driving better outcomes for our customers.

In this role, you will also be responsible for monitoring key metrics related to user satisfaction and support efficiency. You will identify trends and areas for improvement, collaborating with your team to implement changes that enhance the overall user experience. Your contributions will play a vital role in helping Stripe achieve its mission of increasing the GDP of the internet.

What we offer

At Stripe, you will have the opportunity to work in a dynamic and innovative environment where your contributions will have a significant impact. We offer competitive compensation and benefits, as well as opportunities for professional growth and development. You will be part of a supportive team that values collaboration and continuous improvement. We encourage you to apply even if your experience doesn't match every requirement, as we believe in the potential of diverse backgrounds and perspectives.