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Mid LevelFull-timeAPI
Salary Range
$79,560 - $107,640 /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 global team. This role involves delivering exceptional user experiences by strategically improving 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 aimed at identifying inefficiencies and implementing long-term solutions.
- →Challenge the status quo and push for innovation in user support strategies.
Requirements
- ✓2+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
- ✓Proficiency 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.
- ✓Experience in project management, particularly in optimizing processes, workflows, or support operations.
- ✓Willingness to work occasional weekends and holidays (with compensatory time off).
