Complaints Operations Associate

4 weeks ago

Bengaluru, India Stripe Full time

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’s global Complaints team is responsible for handling complaints and pre-litigation disputes. Complaints Operations Associates are critical members of the Complaints team in managing all aspects of a complaint and/or dispute through the entire life cycle of a matter and ensuring that Stripe complies with our obligations.

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 interested in helping users feel secure and supported while they navigate their complaints - let us know

Responsibilities

Manage general complaints and escalation flows in accordance with applicable laws and regulations
Work with partner teams to investigate user complaints and understand root causes 
Analyze our processes and instigate changes to help scale our operations and improve user experience 
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 1-2 years prior experience in customer service or internal/external user facing operations
You 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 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
Ability to work the hours in which the SDC operates, during daytime hours with shifts from the morning through early evening

Preferred qualifications

Prior experience working in Complaints Operations 
Prior experience in complaints handling or escalation management
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 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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