Engineering Manager, Support Experience

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

The Support Experience team enables Stripe’s users to get help across all of our products, from end to end: letting users identify and solve their own problems with self-serve tools, providing avenues to get in touch with us when they have questions, and building the internal tools that our support agents rely on to answer those questions. We’re accountable for the quality and reliability of our products and we use data and firsthand user research to continuously improve. 

What you’ll do

We are seeking a seasoned technology leader to partner closely with Engineering, Product, and Operations leadership across Stripe to build and deliver an exceptional user experience while helping Stripe manage its growth efficiently.

In this senior technology leadership role, you will lead the team that builds and owns the tooling and services that enable Stripe to provide high-quality customer support interactions at scale, with a focus on developing the strategy for bridging third-party applications with custom platforms built within Stripe (e.g. CRM systems, phone/chat providers, QA tools, workforce management, content management, community engagement software, etc). 

If you are a leader who is motivated by intense complexity, passionate about building and developing a high-performing team, loves leading and executing the strategy for an organization, and is interested in diving into a quickly-growing team and company, we want to hear from you.

Responsibilities

  • Set an inspirational technology vision for the Support Systems team and build the organization to execute it both in the short-term and long-term
  • Manage a team of engineers and system administrators responsible for ideation, design, delivery and maintenance of technical solutions to support Stripe’s user support teams
  • Partner closely with Operations teams to define and deliver the most impactful end-to-end solutions composed of both in-house and third-party technology
  • Ensure we have the right mixture of skills and capabilities to drive the necessary impact and are responsible and accountable for the output of the team
  • Work closely with each individual on the team to define professional goals and ensure they have the resources, support and opportunity needed to advance in their career
  • Coach the team to define code review, design and implementation standards to ensure we build for efficiency, scale, compliance and maintainability
  • Review the existing systems landscape and provide guidance on best practices for optimization and automation

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

  • 10+ years of experience in technical business systems engineering or software development
  • 5+ years of experience leading, mentoring, managing, and developing technology teams
  • Demonstrated success working across an organization with both first-party software engineering teams and third-party vendors, and demonstrated ability to drive strategy and alignment around build vs. buy decisions
  • Strong cross-functional project management, execution, and organizational skills

Preferred qualifications

  • 3+ years of experience with Salesforce Service Cloud or similar customer support technologies
  • Ability to identify repeated customer and agent-facing issues and build scalable technology solutions and processes to address them
  • Ability to influence and partner with technical and cross-functional teams, specifically with operations, product, and engineering teams
  • Experience partnering with security engineering to design solutions that adhere to internal guidelines while meeting business needs
  • Experience managing distributed and remote teams
  • Experience scaling team processes and technical systems through rapid growth
  • Strong written and verbal communication skills with a precise talent for articulating customer challenges

Office locations

Seattle, New York, South San Francisco HQ, or Chicago

Remote locations

Remote in Canada, or United States

Team

Payments

Job type

Full time

For candidates or potential candidates based in Colorado, please reach out to colorado-wages@stripe.com to request compensation and benefits information regarding particular roles. Please include the city in Colorado where you reside and the titles of the applicable roles and/or links to the roles along with your request.

We look forward to hearing from you

At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.