Enterprise 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

Stripe’s products power payments for online and in-person retailers,
subscriptions businesses, software platforms and marketplaces, and
everything in between.

Our Enterprise Support team is responsible for providing exceptional
contextualized support to Stripe’s largest, and most complex users. In
addition to providing context-aware support, we serve as strategic
partners – identifying deeply rooted user pain points and advocating, or
sometimes building, technical solutions that make their lives easier.

What you’ll do

As a part of our growing, global Product Support team, you’ll spend most
of your time interacting directly with our users and ensuring that they
have a stellar Stripe experience. Many of our Product Support team
members grow to specialize in focus areas like risk, enterprise, sales,
and product. If you embody a user-first mindset, are exceptionally tech
savvy, and an outstanding communicator we want to hear from you!

Responsibilities

  • Become the expert in all Stripe products, deeply understanding our
    processes and workflows in order to resolve user issues
  • Manage 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
  • Spend the majority of your time troubleshooting complex user issues
    and communicating with Stripe’s highest value users, providing a
    “white-glove” support experience, by email and occasionally by phone
  • 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 users’ experiences and help scale our operations

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

  • Embodies an empathetic, user-first mindset and embodies Stripe’s
    operating principles
  • Has exposure to or experience with managing relationships with large,
    exceptionally complex/senior level stakeholders
  • Exhibits an investigative mindset, strategic thinking, high attention
    to detail, and cross-functional coordination skills
  • Can demonstrate technical aptitude, having experience with data
    analysis or use of technical tools to troubleshoot user issues
  • Has demonstrated ability to problem solve with minimal guidance in a
    rapidly changing environment
  • Has exceptional written, verbal, and presentation-based communication
    skills and the ability to translate complex solutions to users simply
    and clearly
  • Will work willingly at least two weekend days per quarter, and two
    holiday days per year - you’ll receive a weekday off of your choosing
    the week following a weekend shift

Preferred qualifications

  • Prior experience with or exposure to SQL, Tableau, Hubble and APIs
  • Some background experience in account management, customer experience,
    program management or project management
  • Comfortability learning new functions and features of technical
    products
  • Experience leveraging root-cause analyses to make data driven
    decisions

Pay & Benefits

The annual US base salary range for this role is $75,200 - $101,800. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

Office locations

Chicago

Remote locations

Remote in United States

Team

Operations

Job type

Full time

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.