Product Support Specialist, Money Management

Stripe is a financial infrastructure platform for businesses, and they are seeking a Product Support Specialist for their global Product Support team. This role focuses on delivering exceptional user experiences by troubleshooting complex technical issues, optimizing support processes, and collaborating with cross-functional teams to improve product quality.

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 and advocate with 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 drive the implementation of long-term solutions
• Constantly challenge the status quo and push for innovation in user support strategies and operational processes

Requirements:

• 4+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues
• Working knowledge in SQL for data analysis and querying, with the ability to interpret datasets
• Experience working with APIs
• Exceptional 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)
• Strong analytical skills with 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
• Knowledge in banking industry products and credit cards