Product Support Operations, Team Lead

The shape of it

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 Stripe Delivery Center (SDC) strategy will provide operational leverage and expand Stripe’s portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. 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 · 7

• 5+ years of experience coaching/leading Customer Service teams and managing performance
• Experience mentoring and providing constructive feedback to others
• Experience in delivering weekly and monthly business metrics and reporting
• Proven ability to be a subject matter expert in Customer Service
• Ability to work cross functionally to deliver best results and promote partnership
• Excellent written and verbal communication skills
• Exemplary planning and time management skills

Also a plus

• Experience launching new processes and driving continuous improvement.
• AI Fluency: with practical experience using AI tools to support day-to-day work and critically evaluate their outputs.

What the job covers

• Guide your team in troubleshooting and solving external user issues
• Manage the operational performance of your team to deliver KPIs
• Help scale our operations and improve user experience by identifying process improvements
• Manage capacity and scheduling, dividing and assigning work between team members
• Ensure your team has all the skills and resources needed to be successful in their role
• Set clear goals and expectations for individual and team performance
• Foster a culture of continuous improvement to refine team processes and procedures
• Support recruitment and hiring initiatives
• Coach and mentor individuals to meet career goals via structured career development conversations
• Provide continuous performance feedback and facilitate periodic formal performance reviews
• Drive and own initiatives that make the team a warm and welcoming place to work
• Keep the team engaged and motivated towards their work

Tools and skills named

Words the posting leans on

• experience10×
• user10×
• performance6×
• support5×
• deliver4×
• operational4×
• requirements4×
• customer service3×
• meet3×
• provide3×
• skills3×
• user experience3×
• business2×
• capacity2×
• career2×
• continuous improvement2×

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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