The opportunity
As Stripe’s user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Stripe Delivery Center (SDC) strategy will provide operational leverage and expand…
What you'll do
Guide your team in troubleshooting and solving external user issues
Manage the operational performance of your team to deliver KPIs
Help scale our operations and improve user experience by identifying process improvements
Manage capacity and scheduling, dividing and assigning work between team members
Ensure your team has all the skills and resources needed to be successful in their role
Set clear goals and expectations for individual and team performance
What they're looking for
- + years of experience coaching/leading Customer Service teams and managing performance
- Experience mentoring and providing constructive feedback to others
- Experience in delivering weekly and monthly business metrics and reporting
- Proven ability to be a subject matter expert in Customer Service
- Ability to work cross functionally to deliver best results and promote partnership
- Excellent written and verbal communication skills
- Exemplary planning and time management skills
- Experience launching new processes and driving continuous improvement.