Product Manager, Support Platform

The shape of it

In the posting’s own words

This role focuses on the complex support needs of Platforms and Connect. Platforms, connected accounts, and their customers each have different relationships with Stripe, access levels, and responsibilities. Resolving an issue often requires understanding who owns the account, which permissions apply, how products are configured, and which party should provide support.

What it asks for · 5

• 7+ years of product management experience, excluding internships and co-ops.
• Deep user empathy and a high bar for user experience.
• Experience leading cross-team initiatives from ideation through execution.
• Experience leading technical products or a background in computer science or a similar field.
• Strong written and verbal communication skills.

What the job covers

• Develop the product strategy and roadmap for Support Technologies serving Platform and Connect use cases.
• Build a deep understanding of the needs of platform operators, connected accounts, Stripe support teams, and platform support teams.
• Improve the capabilities and effectiveness of Stripe’s user-facing AI agent for Platform and Connect support experiences.
• Identify recurring support problems and translate them into reusable product, platform, and AI agent capabilities.
• Build, ship, and iterate on the prompts, skills, tools, and evaluations that enable the AI agent to solve real-world user problems.
• Improve how account relationships, roles, permissions, product configurations, and support history inform routing and resolution across AI and human-assisted support.
• Build tools that help the AI agent and support teams understand complex Platform and Connect issues and take the right next action.
• Enable platforms to support their connected accounts more effectively through appropriate tooling, visibility, automation, and contextual guidance.
• Help clarify whether Stripe, the platform, or another party is responsible for resolving a user’s issue, and route the issue accordingly.
• Create continuous improvement loops that turn insights from AI agent conversations and support interactions into scaled solutions.
• Partner with Platform, Connect, and conversational AI product teams to incorporate support capabilities into critical product journeys.

Tools and skills named

Words the posting leans on

• support19×
• platform12×
• product10×
• agent8×
• experience8×
• user6×
• build5×
• capabilities5×
• connect5×
• issue5×
• problems4×
• complex3×
• connected accounts3×
• improve3×
• relationships3×
• agent capabilities2×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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