Product Support Specialist

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Description

Who we are About Stripe Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s 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 everyone’s reach while doing the most important work of your career. What you’ll do As part of our growing global Product Support team, you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, analytical mindset, and project management skills to strategically improve our support systems, processes, and product quality. You will own complex technical user issues and coordinate with cross functional teams, including Engineering and Product, to drive them to resolution. A deep understanding of data will allow you to engage with these teams effectively and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with Stripe's key metrics, such as Customer Satisfaction (CSAT), Contact Rate, and Service Level Agreements (SLA). Responsibilities Analyze and troubleshoot complex technical issues through direct user interaction (email, phone). Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues. <

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