Product Support Specialist
Product Support Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
Who we are
About Stripe
Stripe is a financial infrastructure platform for businesses. Millions of companies from the worlds 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 everyones reach while doing the most important work of your career.
About the team
What youll do
As part of our growing global Product Support team you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshootingits about using your technical expertise analytical mindset and project management skills to strategically improve our support systems processes and product quality.
You will take ownership of complex technical user issues and work on resolving them via email developing product expertise and contributing to the optimization of our support processes. Your role will involve direct user interaction collaboration with crossfunctional teams and participation in projects aimed at enhancing our support operations.
Having an understanding of SQL and APIs will allow you to effectively work with crossfunctional teams analyze data to inform decisions and propose solutions that drive operational efficiency. Youll participate in scaling support operations creating better user experiences and pushing forward continuous improvements that align with some of Stripes key metrics such as Consumer Satisfaction (CSAT) Contact Rate and Service Level Agreements (SLA).
Responsibilities
- Analyze and troubleshoot complex technical issues through direct user interaction (email phone) utilizing SQL to extract and interpret data and leveraging your knowledge of API documentation.
- Develop product and platform expertise working closely with Engineering Product and Operations teams to diagnose and resolve user issues.
- Contribute to the optimization of support processes to enhance efficiency and improve the overall user experience incorporating datadriven insights and metrics.
- Participate in continuous improvement initiatives aimed at hitting key performance metrics such as Consumer Satisfaction (CSAT) Contact Rate and SLA compliance.
- Assist in creating and refining documentation to empower users to resolve issues via selfservice reducing dependency on support teams.
- Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback ensuring longterm product reliability.
- Support crossfunctional projects aimed at identifying inefficiencies in current processes and driving the implementation of longterm solutions.
- Contribute ideas and suggestions for improving user support strategies and operational processes.
Who you are
Were looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements you are encouraged to apply. The preferred qualifications are a bonus not a requirement.
Minimum requirements
- 1 years of experience in a customerfacing product support role with a focus on troubleshooting technical issues.
- Basic understanding of SQL for data analysis and querying with the ability to interpret data sets.
- Familiarity with API concepts.
- Strong problemsolving skills ability to diagnose complex issues and drive them to resolution.
- Excellent communication skills both written and verbal.
- Ability to collaborate effectively with crossfunctional teams and communicate clearly with various stakeholders.
- Willingness to work occasional weekends and holidays (with compensatory time off).
Preferred qualifications
- Experience in project management and interest in improving processes and workflows in support operations.
- Comfortable explaining technical concepts to both technical and nontechnical stakeholders.
- Strong analytical skills with a passion for interpreting data to improve decisionmaking and outcomes.
- Interest in learning and working in technical environments.
Required Experience:
Unclear Seniority
Employment Type
Full Time
