Product Support Operations Associate, Weekend Shift
2 weeks ago
Who we are
About Stripe
Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.
About the team
Stripe was built with simplicity in mind. We strive to deliver frictionless experiences for all of our users, whether they are an Independent Business, Startup, SMB, or Enterprise and our mission is to provide all Stripe Users with the best support experience possible. Today, Stripe handles over a million support cases per year and processes millions of internal transactions. We’re going to achieve excellence by thinking of support in a novel, solution-oriented way, and viewing operations as an integral enabler of all of Stripe’s growth.
Stripe has unique operational problems resulting from both our type of scale and the type of businesses we partner with as a result of “growing the GDP of the Internet.” Stripes leverage understanding of our products, the financial industry and money movement, and our processes to support both internal and external users. Doing so requires us to invest significant resources into building this experience ourselves.
What you’ll do
Stripe is launching Stripe Delivery Centers - a brand new global team to design, implement and grow Stripe’s operations for the next decade. We are looking for dynamic and curious people that have a passion for solving global user issues, building operations, drive process improvement and want to play a front-line role in building this new operational capability for Stripe and accelerating Stripe’s growth. If you like challenging, scaled problems and are an amazing teammate, we want to hear from you
Responsibilities
Troubleshoot and solve external user issuesAnalyze our processes and instigate changes to help scale our operations and improve user experience
Work closely with other Stripe teams to improve our product offerings and messaging around new products and features
Gain unique insights into how thousands of businesses on Stripe scale and operate
Have an opportunity to learn how Stripe operates from ground up and make a real impact on the future on organization
Be a part of building a brand new team and operational culture for Stripe
Partner with global operations specialists or business process owners to run a critical workflow
Who you are
We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.
Minimum requirements
You have a user first mindset and are energized by the challenge of solving difficult problemsYou have excellent communication skills, both written and verbally
You excel in analytical thinking and problem solving
You might have prior experience in customer service or internal/external user facing operations
You enjoy learning about technical products and processes, you are an organized, self-starter with passion for finding solutions to our user’s challenges
You have a process-oriented mindset and ability to get things done
You enjoy working in an in-office environment with strong cross team collaboration and support
You are able to prioritize and enjoy working in a quick-moving environment
You are humble and have a proven track record for working well across teams and with external partners
You’re willing to work a weekend shift pattern (either Sun-Thur (with Fri and Sat off) or Tue-Sat (with Sun and Mon off) the SDC operates during daytime hours in 9 hour shifts (including 1 hour paid lunch break) scheduled to fall between the hours of 6am and 10pm.
Preferred qualifications
Prior experience or knowledge in user supportPrior experience in risk operations
Prior experience working on projects or process improvement initiatives
In-office expectations
Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in our Bucharest, Romania site have an 80% in-office expectation, and those in Stripe Delivery Center roles in Mexico City, Mexico and Bengaluru, India work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.Pay and benefits
Stripe does not yet include pay ranges in job postings in every country. Stripe strongly values pay transparency and is working toward pay transparency globally.
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