Stripe

Product Support Specialist

Stripe

full-time

Posted on:

Origin:  • 🇺🇸 United States • Illinois

Visit company website
✨ AI Apply
Manual Apply

Job Level

Mid-LevelSenior

Tech Stack

SQL

About the role

  • Analyze and troubleshoot complex technical issues through direct user interaction (email, phone), utilizing SQL to extract and interpret data, 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 such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance.
  • Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
  • Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.
  • Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
  • Constantly challenge the status quo and push for innovation in user support strategies and operational processes.

Requirements

  • 4+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
  • Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
  • Experience working with API’s.
  • Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
  • Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
  • Experience in project management, particularly in optimizing processes, workflows, or support operations.
  • Willingness to work occasional weekends and holidays (with compensatory time off).