Product Support Specialist

Product 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

Troubleshoot complex user issues and communicate 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

Troubleshoot complex user issues and communicate 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 wi