Enterprise Support Specialist

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

As a part of the Product Support Team, you’ll spend most of your time interacting directly with our users and ensuring that they have a stellar Stripe experience.

What you’ll do

Troubleshooting complex user issues and communicating with Stripe’s highest value users, providing a best-in-class support experience, by email

Own and manage business critical escalations and incidents for users

Become the expert in all Stripe products, deeply understanding our processes and workflows in order to resolve user issues

Work with a small portfolio of users, to whom you’ll be directly accountable for analyzing and improving their support experience, providing contextual insight regarding users’ experience with support to account team stakeholders

Work with Engineering and other Operations teams to diagnose and solve technical user problems

Develop relationships with users and identify opportunities to improve support and overall experience with Stripe

Analyze and optimize our support documentation and processes to improve our users’ experiences and help scale our operations

Responsibilities

Casework

Troubleshooting complex user issues and communicating with Stripe’s highest value users, providing a best-in-class support experience, by email and occasionally by call

Become the expert in all Stripe products and how our largest users use them with their unique integrations, in order to comprehensively resolve user issues with context-aware support

Escalation / business critical issue management

Resolve business critical escalations and collaborate with cross functional stakeholders in the mitigation of incidents

Iterate and improve service delivery for business critical escalations in order to delight our largest users who value quick resolution and proactive communication to any outages

User & Project work

Work with a small portfolio of users, to whom you’ll be directly accountable for analyzing and improving their support experience, providing contextual insights regarding the users’ experience with support to account team stakeholders. These users are either new to Enterprise support or are a heavy user of support

Analyze and optimize our support documentation and processes to improve our users’ experiences and help scale our operations

Upskill your project management skills by working on initiatives to reduce support contact rate, uplift our CSAT scores or improve or First Response SLA and Resolution SLA scores in order to enable our team to provide a best-in-class support experience to our largest users at scale

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 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

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 are humble and have a proven track record for working well across teams and with external partners

Willingness to work two holiday days per year - you’ll receive a weekd