Risk Operations Analyst

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 Risk Team is committed to making internet payments safe around the world. The stakes are high, and you will be up against an ever-evolving set of challenges. 

What you’ll do

As a Risk Operations Analyst, you will have a ‘Users First’ mindset with every interaction and approach you take and continue to elevate the visibility and importance of Risk work in the wider organization. You will be responsible for conducting detailed account investigations and making account-level judgements, provide ongoing support for special handling cases (e.g. escalations from social media channels and to Stripe Executives), conduct user experience post-mortems through data collection exercises and root-cause analysis, be proactive in engaging with cross-functional stakeholders, and continuously focus on elevating the Stripe Risk user experience.

Responsibilities

  • Handle safety and risk related user escalations and review individual Stripe accounts to identify a host of risky behaviors including fraudulent activity, large credit exposure, data compromises, account takeovers, and regulatory non-compliance, and more
  • Communicate with users and merchants via email, phone, messaging, and potentially video conferencing provide exceptional service
  • Collaborate with merchants to enact appropriate risk mitigations
  • Provide support to priority Stripe users with an elevated “get to yes” service mentality
  • Communicate periodically with Stripe executive leadership to inform and action user support cases
  • Use data to identify and surface user pain-points and trends from various risk interactions, focusing on identifying and remediating root-cause, including in the escalations space
  • Support initiatives and projects to excel and scale Safety and Risk User Experience (up to 20% of your time, but depending on volume), including, but not limited to, process improvements, training, workflow updates, and product or tool optimization
  • Partner closely with our cross-functional teams across Operations, Product, and Strategy teams
  • Develop, document, and share best practices with the wider Safety and Risk Operations team

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

  • Tenaciously Curious - If something seems off, you want to investigate what’s going on and solve root problems
  • Decisive, yet open to learning - You will make many critical decisions every day, even with the knowledge that you will be wrong some of the time
  • Extremely Empathetic to Customers - Understanding and empathetic to the challenges of setting up a new business
  • Communicator Extraordinaire - Excellent communicator who is able to convey complex ideas succinctly, even at the executive level Minimum of 5+ years of customer service experience
  • Language Proficiency - Able to communicate in English at a business level
  • Technical Proficiency - Proficiency in SQL or other data analysis tools strongly preferred. Experience with Google Suite is also strongly preferred

Preferred qualifications

  • Any other languages relevant to the APAC, EMEA, or AMER markets
  • Experience with payments, risk, compliance, or the financial industry
  • Experience in a role supporting users at a fast-growing technology company

Office locations

Dublin HQ

Remote locations

Remote in Ireland

Team

Operations

Job type

Full time

Please find our EU applicant personal information notice here

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.