Consumer Support, Program Manager

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.

About the team

The Consumer Product Support team works closely with Product, Engineering, Legal, Compliance, Regulatory, Localisation, Ops Technology and many other Operations teams to build and grow Link and Crypto onramp products.

What you’ll do

As a part of the Consumer Product Support team, you’ll focus on surfacing insights to address user pain points and root causes at scale. You’ll influence the Product and Engineering teams to address those pain points through continuous product improvements for Stripe Consumer products.

Responsibilities

• Lead or partner with cross-functional teams (e.g., Product, Engineering, Legal, Compliance, Support Product, Ops Tech, VM) to scope out the operational requirements for new Link/Crypto onramp products/features/experiments
• Partner with Product and Engineering teams to build the underlying infrastructure and/or tooling required to stand up operations
• Advocate to the Product and Engineering teams for optimizing our products on behalf of our Consumer users and act as the voice of the Consumer
• Develop customer support strategies and empower users to leverage our enhanced self-service tools
• Deliver a “best in class” Consumer experience making sure we are compliant with local and consumer regulations
• Drive continuous improvements to hit our SOKR such as Consumer Satisfaction, Contact rate, SLA, etc.

Who you are

We’re 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

• 5+ years of experience in an operational role (i.e. business user facing / project management)
• Very strong analytical skills, ability to derive insights from data and drive action
• Demonstrated experience leading end-to-end execution of large projects to improve users’ and/or Support Specialists’ experience and efficiency
• Track record of partnering with cross-functional stakeholders to deliver tangible results
• Ability to resolve complex, ambiguous problems with structure & first principles
• Outstanding written and verbal communication skills
• Experience interfacing directly with users / customers to resolve their needs
• Proficiency in SQL and similar tools