Enterprise Support Specialist (Mandarin Speaking)
Stripe · Singapore · 4119 Product Support · listed August 27, 2026
The shape of it
Seniority
Mid level
Experience asked
4+ years
Where
Not stated
Requirements listed
8
Length
557 words
In the posting’s own words
As part of our growing, global Product Support team, you'll be a critical driver in delivering excellent user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, problem-solving mindset, and project management skills to strategically improve our support systems, processes, and product quality.
What it asks for · 8
- Business-level proficiency in Mandarin (written and spoken) is required, as this role involves daily communications with our users in the Greater China region.
- 4+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
- Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
- Experience working with APIs.
- Excellent problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
- Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
- Experience in project management, particularly in optimizing processes, workflows, or support operations.
- Willingness to work occasional weekends and holidays (with compensatory time off).
Also a plus
- Strong data analysis skills and a passion for interpreting data to improve decision-making and outcomes
- Comfortable explaining technical concepts to both technical and non-technical stakeholders
- Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues
What the job covers
- Analyze and troubleshoot complex technical issues through direct user interaction (email, phone), utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation.
- Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
- Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
- Lead continuous improvement initiatives aimed at hitting key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance.
- Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
- Collaborate with and advocate to Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.
- Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
- Constantly challenge the status quo and push for innovation in user support strategies and operational processes.
Tools and skills named
Ways of working
- Cross-functional3×
- Technical writing2×
Languages
- SQL3×
Operations & finance
- Project management2×
- Stakeholder management
Product & design
- User experience
Words the posting leans on
- user11×
- product8×
- support8×
- technical8×
- experience7×
- issues7×
- data5×
- processes5×
- improve4×
- requirements4×
- cross-functional3×
- drive3×
- engineering3×
- metrics3×
- proficiency3×
- resolve3×
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