Stripe
Manager,ProductSupportSpecialist
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“Manager, Product Support Specialist at Stripe. Skills: People Management, Operational Leadership, User Support. Guide organization to design user support. Deliver incredible user support”
What You'll Achieve.
Improve user metrics; Measure team performance; Guide team performance
Industry & Context.
Technical troubleshooting; Root-cause analyses
What They're Looking For.
Must Have
3+ years of direct people management experience, Experience leading operational teams such as product support teams, Excellent written and verbal communication skills, An operational background, A 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, A willingness to lead by example, An ability to execute on and deliver complex operational projects involving multiple stakeholders
Nice to Have
Prior experience with SQL, Prior experience with Tableau, Prior experience with APIs, Comfort with some technical troubleshooting, Familiarity with FinTech industry and products, Passion for learning new functions and features of technical products, Experience leveraging root-cause analyses to make data driven decisions
What You'll Do.
Guide organization to design user support
Deliver incredible user support
Ensure team members are happy
Ensure team members are effective
Ensure team members are growing
Provide regular feedback
Maintain metrics and analysis
Provide regular reporting
Transmit and foster values
Help build organization
Define team processes
How You'll Work.
Team & Collaboration
Work with product team
Communication Scope
Excellent written and verbal communication skills
Process & Methodology
Manage operational projects
Full Job Description
Who we are About Stripe Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career. About the team Stripe is looking for a leader for our Product Support team. This manager will lead a high performing team motivated by improving the lives of Stripe’s user base. They will cultivate the happiness of their teams while guiding them through feedback, mentoring, and advocacy within the organization. This means helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals. The Product Support team is also responsible for managing large operational projects that impact key user metrics. You'll be part coach, part diplomat, part entrepreneur - 100% committed to building and sustaining trust with users and your team. What you’ll do Responsibilities Guide the organization to design and deliver incredible user support Ensure team members are happy, effective, and growing in their career and new work experiences Set clear goals and directions, and provide regular feedback on team members’ performance Maintain metrics and analysis of team performance, and provide regular reporting on team performance in the form of written analysis and performance reports Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements Who you are We're loo
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