Product Lead, Large User Support Experience

2 months ago

Bengaluru, India Stripe Full time

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

At Stripe, we believe that providing world class customer support is both an obligation and a strategic lever for the business. Every time we solve a problem for a customer - we are paving the way for them to grow their business on Stripe. 

The Support Experience team develops and applies technology at all points of the user support journey to solve customer problems at scale, unlocking growth across Stripe’s product suite. 

What you’ll do

As a Product Manager on the Support Experience PM team, you’ll be responsible for defining Stripe’s user support experience for our largest and most strategic users. You’ll build the user interfaces and APIs our enterprise customers and platform customers need to manage their support load. You’ll partner with our frontline teams of specialists and technical account managers to ensure they have the tools they need to deliver world class support for the most complex users. And you’ll work closely with a team of talented developers, designers and product managers to define category leading support experiences. 

Responsibilities

Deeply understand Stripe’s user base through direct conversation, digging into the details and leveraging data. 
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Build strong partnerships with the Head of Paid Support and our premium support and customer success teams to define the future of Stripe’s paid support offerings

Drive the creation of world-class support experiences that meet the demanding expectations of Stripe’s enterprise and platform users.

Create the strategies for delivering an effective support experience for user segments as diverse as platforms, developers, consumers, and solopreneurs.

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

Our ideal Product Manager will be relentlessly user-focused, comfortable in ambiguity, have strong technical skills and the desire to create something new. 

8+ years of Product Management experience
An ability to craft a vision and strategy and drive a roadmap toward it
A deep empathy for users
Persistence and a whatever-it-takes approach to ensure that your product is successful
Strong written and verbal communication skills with a talent for precise articulations of customer problems

Preferred qualifications 

Software engineering experience, a computer science or engineering degree, or similar technical experience

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 Bengalaru, 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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