Product Support Operations Associate, Weekend Shift

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companiesfrom the worlds largest enterprises to the most ambitious startupsuse 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

Stripe was built with simplicity in mind. We strive to deliver frictionless experiences for all of our users whether they are an Independent Business Startup SMB or Enterprise and our mission is to provide all Stripe Users with the best support experience possible. Today Stripe handles over a million support cases per year and processes millions of internal transactions. Were going to achieve excellence by thinking of support in a novel solutionoriented way and viewing operations as an integral enabler of all of Stripes growth.

Stripe has unique operational problems resulting from both our type of scale and the type of businesses we partner with as a result of growing the GDP of the Internet. Stripes leverage understanding of our products the financial industry and money movement and our processes to support both internal and external users. Doing so requires us to invest significant resources into building this experience ourselves.

What youll do

Stripe is launching Stripe Delivery Centers a brand new global team to design implement and grow Stripes operations for the next decade. We are looking for dynamic and curious people that have a passion for solving global user issues building operations drive process improvement and want to play a frontline role in building this new operational capability for Stripe and accelerating Stripes growth. If you like challenging scaled problems and are an amazing teammate we want to hear from you!

Responsibilities

• Troubleshoot and solve external user issues
• Analyze our processes and instigate changes to help scale our operations and improve user experience
• Work closely with other Stripe teams to improve our product offerings and messaging around new products and features
• Gain unique insights into how thousands of businesses on Stripe scale and operate
• Have an opportunity to learn how Stripe operates from ground up and make a real impact on the future on organization
• Be a part of building a brand new team and operational culture for Stripe
• Partner with global operations specialists or business process owners to run a critical workflow

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

• You have a user first mindset and are energized by the challenge of solving difficult problems
• You have excellent communication skills both written and verbally
• You excel in analytical thinking and problem solving
• You might have prior experience in customer service or internal/external user facing operations
• You enjoy learning about technical products and processes you are an organized selfstarter with passion for finding solutions to our users challenges
• You have a processoriented mindset and ability to get things done
• You enjoy working in an inoffice environment with strong cross team collaboration and support
• You are able to prioritize and enjoy working in a quickmoving environment
• You are humble and have a proven track record for working well across teams and with external partners
• Youre willing to work a weekend shift pattern (either SunThur (with Fri and Sat off) or TueSat (with Sun and Mon off) the SDC operates during daytime hours in 9 hour shifts (including 1 hour paid lunch break) scheduled to fall between the hours of 6am and 10pm.

Preferred qualifications

• Prior experience or knowledge in user support
• Prior experience in risk operations
• Prior experience working on projects or process improvement initiatives

Required Experience:

IC