Product Support Specialist (Mandarin-speaking)

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.

What youll do

As part of our growing global Product Support team youll be a critical driver in delivering excellent user experiences. This role goes beyond basic troubleshootingits about using your technical expertise problem-solving mindset and project management skills to strategically improve our support systems processes and product quality.

Youll own complex technical user issues and coordinate with cross-functional teams including Engineering and Product to drive them to resolution. A deep understanding of SQL and APIs allows you to engage with these teams effectively analyze data to inform decisions and propose solutions that drive operational efficiency. Your work focuses on scaling support operations creating better user experiences and pushing forward continuous improvements that align with our 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.
• Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience incorporating data-driven insights and metrics.
• Lead continuous improvement initiatives aimed at hitting key performance metrics such as Consumer Satisfaction (CSAT) Contact Rate and SLA compliance.
• Create and refine documentation to empower users to resolve issues via self-service reducing dependency on support teams.
• Collaborate with and advocate to Product and Engineering to proactively improve the platform based on user feedback ensuring long-term product reliability.
• Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
• Constantly challenge the status quo and push for innovation in 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

• Business-level proficiency in Mandarin (written and spoken) is required as this role involves daily communications with our users in the Greater China region.
• 4 years of experience in a customer-facing product support role with a focus on troubleshooting technical issues.
• Proficiency in SQL for data analysis and querying with the ability to interpret datasets.
• Experience working with APIs.
• Excellent problem-solving skills capable of diagnosing complex issues and driving them to resolution.
• Proven experience in stakeholder management with the ability to influence cross-functional teams and drive progress.
• Experience in project management particularly in optimizing processes workflows or support operations.
• Willingness to work occasional weekends and holidays (with compensatory time off).

Preferred qualifications

• Strong data analysis skills and a passion for interpreting data to improve decision-making and outcomes
• Comfortable explaining technical concepts to both technical and non-technical stakeholders
• Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues