Team Lead, Managed Support

The shape of it

In the posting’s own words

The Managed Support team enables platforms using Stripe Issuing and Treasury to provide high-quality support to their cardholders and account holders without building the full operation themselves. The team delivers branded and specialized support across areas such as account access, card management, transactions, fraud, disputes, and complaints, while owning the operational readiness and ongoing performance of each program. Working closely with Product, Engineering, Sales, and platform partners, Managed Support provides a scalable, reliable, and compliant customer experience as Stripe’s customers launch and grow their financial products.

What it asks for · 8

• 5+ years experience leading operations teams as a team lead
• Excellent interpersonal and communications skills
• Exemplary planning and time management skills
• Proven ability to collaborate effectively with multiple, cross-functional stakeholders to achieve results
• Previous experience mentoring others and are able to constructively provide feedback to others
• Ability to motivate the team and keep them engaged in an otherwise structured process
• Proven ability to be subject matter experts in the relevant line of business
• Prior experience in customer service or internal/external user-facing operations

Also a plus

• Experience in delivering weekly and monthly business metrics and reporting
• Experience in new process launch and continuous improvement

What the job covers

• Guide the team in troubleshooting and resolving external user issues.
• Own operational performance, setting clear goals and driving delivery against individual and team KPIs.
• Manage capacity, scheduling, workload allocation, and day-to-day priorities.
• Ensure team members have the skills, tools, and resources needed to succeed.
• Identify and implement process improvements that increase productivity, reduce manual effort, and improve the user experience.
• Foster a culture of continuous improvement by refining team processes and procedures.
• Coach and mentor team members through structured career development conversations, continuous feedback, and formal performance reviews.
• Build an engaged, motivated, inclusive, and welcoming team environment.
• Support recruitment and hiring initiatives.

Tools and skills named

Words the posting leans on

• experience9×
• user6×
• performance5×
• support5×
• customer4×
• management4×
• operations4×
• requirements4×
• process3×
• proven3×
• provide3×
• skills3×
• user experience3×
• account2×
• associates2×
• business2×

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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