Enterprise Support Specialist

Stripe

Job Details

Location: 1 Grand Canal Street Lower, Grand Canal Dock, Dublin, Co. Dublin, D02 H210, Ireland Posted: May 13, 2022

Job Description

Deliver incredible experiences to Stripe users.

Stripe’s products power payments for online and in-person retailers, subscriptions businesses, software platforms and marketplaces, and everything in between.

Our Enterprise Support team is responsible for providing exceptional contextualized support to Stripe’s largest, and most complex users. In addition to providing context-aware support, we serve as strategic partners – identifying deeply rooted user pain points and advocating, or sometimes building, technical solutions that make their lives easier. If you embody a user-first mindset, are exceptionally tech savvy, and an outstanding communicator we want to hear from you!

You will:

Become the expert in all Stripe products, deeply understanding our processes and workflows in order to resolve user issues
Manage a small portfolio of users, to whom you’ll be directly accountable for analyzing and improving their support experience, providing contextual insight regarding users’ experience with support to account team stakeholders
Spend the majority of your time troubleshooting complex user issues and communicating with Stripe’s highest value users, providing a “white glove” support experience, by email and occasionally by phone
Work with Engineering and other Operations teams to diagnose and solve technical user problems
Develop relationships with users and identify opportunities to improve support and overall experience with Stripe
Analyze and optimize our support documentation and processes to improve users’ experiences and help scale our operations

We’re looking for someone who:

Embodies an empathetic, user-first mindset and embodies Stripe’s operating principles
Has exposure to or experience with managing relationships with large, exceptionally complex/senior level stakeholders
Exhibits an investigative mindset, strategic thinking, high attention to detail, and cross-functional coordination skills
Can demonstrate technical aptitude, having experience with data analysis or use of technical tools to troubleshoot user issues
Has demonstrated ability to problem solve with minimal guidance in a rapidly changing environment
Has exceptional written, verbal, and presentation-based communication skills and the ability to translate complex solutions to users simply and clearly
Will work willingly at least two weekend days per quarter, and two holiday days per year - you’ll receive a weekday off of your choosing the week following a weekend shift

Nice to haves:

Prior experience with or exposure to SQL, tableau, hubble, and APIs
Some background experience in account management, customer experience, program management or project management
Comfortability learning new functions and features of technical products
Experience leveraging root cause analyses to make data driven decisions

You should include these in your application:

Your resume and/or LinkedIn profile
Background and accomplishments
Languages you’d be comfortable communicating in beyond English, if any

Please find our EU applicant personal information notice here

About Stripe

Help increase the GDP of the internet. Stripe builds financial tools and economic infrastructure for the internet. We’re helping small startups and the world’s biggest companies build products, create business models, and scale their efforts globally. And we’d like your help. Our customers are the most ambitious organizations in the world. Previously, they had to create an ad hoc, informally specified, bug-ridden version of financial rails before they could do business online. We are doing the difficult-but-necessary work of building a global payments and treasury network—so entrepreneurs and enterprises can concentrate on creating value, not moving money. We operate at significant scale, but we’re still tiny relative to the opportunity. 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.

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