Manager, Product Support Operations Top Startups

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

As Stripes 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 team ensures Stripes users receive fast reliable and high-quality support across Stripes growing suite of products. The team partners closely with cross-functional teams to solve complex issues improve support workflows and continuously raise the bar on operational excellence and user experience

At Stripe our Mexico City office is a vibrant hub at the forefront of our mission to reshape the financial landscape for businesses worldwide. Our team prioritizes collaboration innovation and excellence. As a member of the Mexico City team youll be part of a mission-driven community dedicated to enhancing the global economy and increasing the GDP of the internet. We strive for excellence by creating with craft and beauty while having fun and celebrating our successes together.

We cultivate a culture of collaboration inclusivity and support where every team members voice matters. Our commitment shines through as we handle over a million support cases each year empowering our users not just to solve problems but to achieve their goals.

What youll do

In this role you will recruit manage and develop a group of Operations Associates that are focused on user support for Top Startup Accounts. This person will cultivate the happiness of their team members while guiding them to be the best they can be through feedback coaching 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. To be a fit you will have a strong operations mindset be able to move quickly and be passionate about delivering an incredible user experience.

Responsibilities

• Recruit manage coach and develop a new team of in-office Operations Associates
• Drive strong operational delivery and process improvement helping to mitigate risk while balancing operational efficiency and user impact
• Identify gaps in current systems policies and strategies and recommend enhancements and process improvements to mitigate risks
• Build a great culture and ensure team members are happy effective and growing in their career
• Set clear goals and direction and provide regular feedback on team members performance
• Be data-driven in your analysis of performance and in your decision making
• Transmit and foster our values serving as a beacon of Stripes user-centric philosophy and culture of transparency empathy inclusion and empowerment

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

• At least 5 years experience leading operations support teams
• Experience working cross-functionally with multiple teams to deliver high impact initiatives
• Experience in delivering weekly and monthly business metrics and reporting
• Excellent written and verbal communication skills
• An ability to partner effectively with internal stakeholders
• Background of identifying and remediating quality gaps in team performance
• Passion for process improvement and innovation

Preferred qualifications

• Experience in building and scaling new teams from zero
• Strong operational background including experience with new process launches and service delivery in a high growth technology company
• Experience leading teams with multi-channel support

Required Experience:

Manager