Bridge - Operations Associate

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.

Bridge, a Stripe company, is a rapidly growing business and the number of developers integrating our APIs is growing quickly. We provide Slack-based support to our developers on a wide range of topics in close partnership with our internal engineering team. We're a small but mighty team that's expanding global coverage and is looking to make our first Product Support Specialists hires in Mexico City.

About The Team
In this role, you'll be working directly with developers integrating Bridge APIs and helping them resolve their issues. You will take ownership of complex, technical user issues and work across teams to resolve them. As part of the team, you'll have a big impact to grow the Product Support operation and enhance various aspects such as capacity planning and forecasting, operational tools and systems, workflow optimization and automation, metrics and reporting, quality control, and more.

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, driving process improvements 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

• Analyze and troubleshoot complex technical issues through direct user interaction (Slack) 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.
• Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
• Constantly challenge the status quo and push for innovation in user support strategies and operational processes.

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

• 1-5 years of experience in a customer support role.
• You have a user first mindset and are energized by the challenge of solving difficult problems.
• You 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 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 periodically work a weekend day for which you will receive a weekday off; the SDC operates during daytime hours with shifts from the morning through early evening.

Preferred Qualifications

• Familiarity with SQL and ability to use template or premade SQL queries as part of investigations.
• Prior experience with cryptocurrency support.

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.