The opportunity
Community Operations manages Stripe’s support presence across public developer and merchant communities. The team responds across channels including X, Reddit, LinkedIn, Facebook, YouTube, and app-store reviews.
What you'll do
Manage community interactions across supported platforms while consistently: meeting quality, productivity, and responsiveness expectations.
Act as an escalation point for complex, sensitive, ambiguous, or: high-visibility community cases, including influential users, executive tags, media-adjacent attention, rapid amplification, cross-platform misinformation, and privacy or brand concerns.
Support teammates as they navigate complex cases by providing actionable: feedback and explaining the reasoning behind recommended responses and escalation decisions.
Recognize potential social-media incidents or high-risk situations and engage: a senior Specialist or incident lead before making a novel or material-risk public commitment.
Participate in incident response under senior Specialist guidance,: maintaining clear ownership and communication.
Gather relevant facts, identify stakeholders and risks, consider response: options, and recommend a safe path forward for escalated cases.
What they're looking for
- Experience in public-facing support, community operations, technical support,: or a comparable user-facing operational environment.
- Exceptional written judgment, with the ability to communicate complex or: unfavorable information clearly, empathetically, and safely in public forums.
- Sound judgment when handling ambiguity, sensitive user situations, incomplete: information, and potential reputational risk, with the ability to prioritize competing cases using user impact, urgency, sensitivity, privacy risk, and public amplification.
- Demonstrated ownership and the ability to organize work, follow through on: commitments, and communicate blockers early.
- Ability to guide or support less-experienced teammates using clear, actionable feedback and sound reasoning.
- Comfort using dashboards, queue reviews, and basic operational data to: identify patterns and support decisions; willingness to develop basic query skills where helpful.
- Ability to collaborate effectively with teammates and cross-functional stakeholders.
- Receptiveness to feedback and evidence of applying feedback to improve performance.