The opportunity
The Product Support team directly supports our largest and fastest growing users, partnering with them to grow their business. We actively seek and capitalize on opportunities to meet and exceed their service expectations, working to impress the trendsetters and remove obstacles from their path.
What you'll do
Guide the organization to design and deliver scalable user support by: partnering effectively with cross functional stakeholders across Product, Engineering and broader teams such Sales (Go-To-Market), Risk etc as needed
Co-own & drive Critical Support strategy, operating model, and multi-quarter: roadmap development that meets or exceeds Stripe’s users and internal stakeholders expectations towards critical support experience
Act as a trusted partner to Sales, Account Management, Product, Engineering,: Risk, and executive leadership during high-stakes user situations.
Drive strong operational delivery and process improvement helping to mitigate: risk while balancing operational efficiency and user impact
Maintain metrics and analysis of team performance, and provide regular: reporting on team performance in the form of written analysis and performance reports
Develop strong ties with cross-functional teams and position the Critical: Support team to act as ultimate unblocking force for users as well as source of the insights on Stripe’s product and process.
What they're looking for
- At least 8+ years of direct people management experience; including senior: front line specialists and/or managers and supported them to career growth and transitions
- Experience leading operational teams such as product support teams: (preferably in high-growth technology companies)
- Experience in strategizing and driving large scale operational process: improvements and program management work
- Solid experience in stakeholder management, with the ability to influence: cross-functional teams and drive progress for the team and users
- Strong analytical sense and track-record of making data driven decisions
- Skill and credibility doing the core work of a user facing team with a high: bar for quality and a willingness to lead by example and get into the details of front-line work if required
- Strong ownership mindset and experience in driving highly complex initiatives at speed
- Excellent written and verbal communication skills
