Team Lead, Quality Analyst, Product Support Operations
Stripe · Mexico City · 4128 SDC - Product Support · listed October 8, 2026
The shape of it
Seniority
Senior
Where
Not stated
Requirements listed
8
Length
841 words
In the posting’s own words
As Stripe’s user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Product Support Operations (PSO) team plays a key role in efficiently solving our users’ issues. As part of our PSO team, you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, analytical mindset, and project management skills to strategically improve our support systems, processes, and product quality. We strive to deliver frictionless experiences for all of our users, whether they are an Independent Business, Startup, SMB, or Enterprise and our mission is to provide all Stripe Users with the best support experience possible.
What it asks for · 8
- Experience coaching or leading teams, with a demonstrated ability to manage and develop individual performance
- Prior experience in a QA or quality assurance capacity within a product support or customer service organisation
- Experience mentoring others and delivering constructive, growth-oriented feedback
- Proven subject matter expertise in product support or customer service operations
- Ability to work cross-functionally across multiple teams or verticals to drive results and foster partnership
- Strong analytical skills — able to identify trends in quality data and translate them into clear, actionable insights
- Excellent interpersonal and written communication skills
- Exemplary planning and time management skills, balancing people leadership, reporting, and program-level responsibilities
Also a plus
- Experience delivering quality or business performance reporting to leadership
- Experience participating in or facilitating calibration sessions
- Experience contributing to rubric development or quality framework design
- Experience with new process launches and continuous improvement initiatives
What the job covers
- Own UIQ quality scores across all verticals at your site, driving teams to meet and sustain a minimum 90% quality score
- Serve as the final escalation layer for Disputes at your site, ensuring fair, consistent, and well reasoned outcomes
- Review quality trends for each vertical at your site, identifying patterns and surfacing risks before they become issues
- Complete case work to stay close to the day to day realities of the verticals’ subject matter and maintain subject matter familiarity
- Participate in calibration sessions across verticals to drive alignment and consistency in scoring
- Help lead rubric updates and contribute to the continuous evolution of our quality framework
- Drive projects at the quality program level, contributing to broader initiatives that improve how quality is measured and managed across PSO
- Deliver high-level quality reporting for all verticals at your site, providing leadership with a clear and actionable view of performance
- Provide insights and recommendations back to vertical leads, translating quality data into concrete operational guidance
- Manage and develop a team of ~6 Quality Analysts representing verticals including Payments, Revenue Suite, Account & Connect, Money Management, Enterprise, and Community Ops
- Set clear goals and expectations for individual and team performance
- Coach and mentor individuals through structured career development conversations
Tools and skills named
Ways of working
- Mentorship3×
- Cross-functional
Operations & finance
- Project management
Words the posting leans on
- quality21×
- verticals12×
- experience11×
- support9×
- user8×
- performance6×
- site6×
- drive5×
- continuous4×
- initiatives4×
- requirements4×
- skills4×
- clear3×
- deliver3×
- delivering3×
- expertise3×
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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