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
Lead the day-to-day operational performance of a team of Associates,: including quality, productivity, service-level, and other team goals.
Set clear expectations, priorities, and performance goals for individuals and the team.
Manage team capacity, scheduling, and work allocation to ensure critical: workflows are covered and work is completed accurately and on time.
Coach Associates on troubleshooting, process knowledge, communication, and: sound judgment in resolving user issues.
Hold regular development conversations and provide timely, constructive: feedback that supports growth and career progression.
Complete performance reviews and address performance concerns in partnership: with your manager and People team partners, as appropriate.
What they're looking for
- + years of experience leading, supervising, or formally mentoring an operations, support, or user-facing team.
- + years of experience in customer support, technical support, operations, or: another internal or external user-facing environment.
- Experience managing operational work against defined quality, productivity, or service-level goals.
- Strong written and verbal communication skills, with the ability to give clear, constructive feedback.
- Experience coaching others and supporting their professional development
- Strong SQL skills and experience working with API integrations, including: diagnosing implementation issues, interpreting technical documentation, and guiding teams through ambiguous customer or system problems.
- Strong analytical thinking and problem-solving skills, with the ability to: identify root causes and make practical improvements.
- The ability to prioritize effectively and make sound decisions in a fast-moving, structured environment.
