The opportunity
The Managed Support team enables platforms using Stripe Issuing and Treasury to provide high-quality support to their cardholders and account holders without building the full operation themselves. The team delivers branded and specialized support across areas such as account…
What you'll do
Guide the team in troubleshooting and resolving external user issues.
Own operational performance, setting clear goals and driving delivery against individual and team KPIs.
Manage capacity, scheduling, workload allocation, and day-to-day priorities.
Ensure team members have the skills, tools, and resources needed to succeed.
Identify and implement process improvements that increase productivity,: reduce manual effort, and improve the user experience.
Foster a culture of continuous improvement by refining team processes and procedures.
What they're looking for
- + years experience leading operations teams as a team lead
- Excellent interpersonal and communications skills
- Exemplary planning and time management skills
- Proven ability to collaborate effectively with multiple, cross-functional stakeholders to achieve results
- Previous experience mentoring others and are able to constructively provide feedback to others
- Ability to motivate the team and keep them engaged in an otherwise structured process
- Proven ability to be subject matter experts in the relevant line of business
- Prior experience in customer service or internal/external user-facing operations
