Full time

User Operations

SMB Operations Specialist


Full time

User Operations

Stripe builds financial tools and economic infrastructure for the internet. We’re helping small startups and the world’s biggest companies build products, create business models, and scale their efforts globally. We’re live in more than 40 countries with over 135 supported currencies and rapidly expanding to power the online payments infrastructure throughout the world.

As a SMB Operations Specialist, you’ll resolve most complex issues for our SMB users, and work cross-functionally to drive projects that optimize user experience and enable Stripe’s growth at scale. While helping our millions of small and medium sized users, the SMB Operations team works closely with every part of Stripe, learning the intricacies of how we build products, manage risk, launch new countries, and keep users happy. As a part of our fast growing SMB Operations team, you’ll focus on surfacing insights to address user pain points and root causes at scale, as well as interacting with our SMB users, handling most complex support requests and optimizing their Stripe experience. If you’re constantly curious, an effective communicator, and a fast researcher & problem solver, we want to hear from you!

You will:

  • Become a subject matter expert surrounding one or more of Stripe’s product(s), and work with users directly over email to resolve the most complex issues.
  • Use data to identify and surface product insights and trends from user interactions.
  • Advocate for optimizing our products and services on behalf of our SMB users.
  • Drive initiatives and process changes to excel and scale our support operations.
  • Work with external partners to improve support workflow and productivity on all channels.
  • Optimize our self-help channels to better enable our users to address their questions, improve internal and external product documentation to scale and optimize our global issue resolution workflows.
  • Have an opportunity to learn how Stripe operates from the ground up and make a real impact on the future of the organization.

We’re looking for someone who:

  • Is curious, loves learning about technical products, and is energized by the challenge of solving difficult problems for users.
  • Has strong stakeholder management and communication skills, both written and verbally
  • Is organized and a self-starter; able to scope projects and drive initiatives
  • Is able to prioritize and quickly adapt to changing environment and competing priorities
  • Is data savvy; able to drive insights from large data set and come up with action plan
  • 5+ years of experience in business user facing/ project management role preferred
  • Is fluent in both English and Japanese, as you will be working with Japanese users

You should include these in your application:

  • Your background and accomplishments
  • Why you want to work in this role







  • プロダクトスペシャリストとして、ユーザからの各種問い合わせに対するメール・電話・チャット対応を管理します。
  • 他のStripe社員が成功するための教育やメンターシップを行い、社内業務の改善活動に参加します。
  • ユーザオペレーションチームに影響する複雑な問題を積極的に検知・分析し、調査を行なった上で問題をそれぞれのアクションに切り分けます。
  • 自分のアイディアや調査で得た発見をグローバルユーザオペレーションチームやマネージメントチームに発表し、変更に必要な事項を集約します。
  • ユーザオペレーションや他のチームと密に連携して、自分がオーナシップを持ち、プロジェクトを成功させます。
  • Stripeがどのようにしてゼロから立ち上がり、企業の将来に多大な影響を与えているかを学ぶ機会を得ます。


  • 常に前向きでスタートアップ的思考の野心を持ち合わせている方。
  • 国際的なキャリアを築きたいまたは継続したい方で、定期的に日本と海外Stripeオフィスに出張できる方。
  • 技術的な概念を解説できる。高い分析スキルを持つ。幅広い顧客に対して、Stripeのしくみについて十分な説明ができる。
  • ユーザに共感し、ユーザが直面している問題をすばやく把握することができる。
  • 正解の用意されていない問題を解決することを楽しめる。
  • 自分の専門分野に限らず、常に最先端の技術を利用するStripeサービスについての知識の習得に熱心である。
  • 新しいプロジェクトへの参加に意欲的。短期間にリサーチを行い、その分野のエキスパートとして関与し、プロジェクトの完了まで見届けることができる。
  • 日本語がネイティブレベル。
  • 英語がビジネスレベル。


  • 履歴書(英語)
  • 職務経歴書(日本語)
  • 当職を志望する動機
  • あなたが今一番興味を持っているトピックについて教えてください

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.