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Mid LevelFull-timeAPI
Salary Range
$110,500 - $149,500 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Product Support Specialist to join Stripe's growing global team. This role involves delivering exceptional user experiences by using technical expertise, analytical skills, and project management abilities to improve support systems and product quality.
Key Responsibilities
- →Analyze and troubleshoot complex technical issues through direct user interaction, utilizing SQL to extract and interpret data.
- →Develop product and platform expertise by working closely with Engineering, Product, and Operations teams.
- →Optimize and scale support processes to enhance efficiency and improve the overall user experience.
- →Lead continuous improvement initiatives aimed at hitting key performance metrics such as CSAT, Contact Rate, and SLA compliance.
- →Create and refine documentation to empower users to resolve issues via self-service.
- →Collaborate with Product and Engineering to proactively improve the platform based on user feedback.
- →Lead cross-functional projects to identify inefficiencies and drive the implementation of long-term solutions.
- →Challenge the status quo and push for innovation in user support strategies and operational processes.
Requirements
- ✓4+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
- ✓Working knowledge in SQL for data analysis and querying, with the ability to interpret datasets.
- ✓Experience working with APIs.
- ✓Exceptional 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).
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