Manager, Product Support Specialist

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 is looking for a leader for our Product Support team. This manager will lead a high-performing team motivated by improving the lives of Stripes user base. They will cultivate the happiness of their team 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.

Youll be part coach part diplomat part entrepreneur 100% committed to building and sustaining trust with users and your team.

What youll do

Responsibilities

Guide the organization to design and deliver incredible user support.

Ensure team members are happy effective and growing in their careers 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 Stripes 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

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

3 years of direct people management experience.

Experience leading operational teams such as product support teams (preferably in high-growth technology companies).

Excellent written and verbal communication skills.

A strong operational background and 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 and a willingness to lead by example.

An ability to execute on and deliver complex operational projects involving multiple stakeholders.

Preferred qualifications

Prior experience with SQL Tableau and APIs.

Comfort with some technical troubleshooting.

Familiarity with the fintech industry and products.

Passion for learning new functions and features of technical products.

Experience leveraging root-cause analyses to make data-driven decisions.