Product Support Specialist

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world's largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. What you'll do As part of our growing global Product Support team, you'll be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, problem-solving mindset, and project management skills to improve our support systems, processes, and product quality. YOU'LL own complex technical user issues and coordinate with cross‑functional teams, including Engineering and Product, to drive them to resolution. A deep understanding of data will allow you to engage with these teams and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with Stripe key metrics, such as customer satisfaction, contact rate, and service‑level agreements. Responsibilities Analyze and troubleshoot complex technical issues through direct user interaction (email, phone). Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues. Optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data‑driven insights and metrics. Lead continuous improvement initiatives aimed at hitting key performance metrics such as customer satisfaction, contact rate, and service‑level agreement compliance. Create and refine documentation to empower users to resolve issues via self‑service, reducing dependency on support teams. Collaborate and advocate with Product and Engineering to improve the platform based on user feedback, ensuring long‑term product reliability. Lead cross‑functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long‑term solutions. Challenge the status quo and push for innovation in user support strategies and operational processes. Who you are We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. 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. Excellent 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). Preferred qualifications Strong data analysis skills with a passion for interpreting data to improve decision‑making and outcomes. Comfortable explaining technical concepts to both technical and non‑technical stakeholders. Proficiency in technical environments and the ability to diagnose and resolve technical user issues. Office‑assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team, and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in‑office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in‑person collaboration and learning from each other, while supporting flexibility when possible. The annual US base salary range for this role is $70,400 - $105,600. For sales roles, the range provided is the role's On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate's experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process. Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends. At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us. #J-18808-Ljbffr