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 Product Support Operations (PSO) team plays a key role in efficiently solving our users’ issues.
What you'll do
Own UIQ quality scores across all verticals at your site, driving teams to: meet and sustain a minimum 90% quality score
Serve as the final escalation layer for Disputes at your site, ensuring fair,: consistent, and well reasoned outcomes
Review quality trends for each vertical at your site, identifying patterns: and surfacing risks before they become issues
Complete case work to stay close to the day to day realities of the: verticals’ subject matter and maintain subject matter familiarity
Participate in calibration sessions across verticals to drive alignment and consistency in scoring
Help lead rubric updates and contribute to the continuous evolution of our quality framework
What they're looking for
- Experience coaching or leading teams, with a demonstrated ability to manage and develop individual performance
- Prior experience in a QA or quality assurance capacity within a product: support or customer service organisation
- Experience mentoring others and delivering constructive, growth-oriented feedback
- Proven subject matter expertise in product support or customer service operations
- Ability to work cross-functionally across multiple teams or verticals to drive results and foster partnership
- Strong analytical skills: able to identify trends in quality data and translate them into clear, actionable insights
- Excellent interpersonal and written communication skills
- Exemplary planning and time management skills, balancing people leadership,: reporting, and program-level responsibilities