# Product Support - Bridge

**Company**: Stripe
**Location**: New York, Seattle, San Francisco
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/stripe/jobs/8245584?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_1a774c2b-a9c

## Description

## Job Overview

We're looking for a Product Support specialist to join our Bridge team, which is creating a new payments platform built with stablecoins to simplify global money movement.

## Responsibilities

- Analyze and troubleshoot complex technical issues through direct user interaction, using SQL to extract and interpret data alongside API documentation.

- Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.

- 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 achieving key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and service-level compliance.

- Create and refine documentation to empower users to resolve issues through self-service, reducing dependency on support teams.

- Partner with Product and Engineering to advocate for platform improvements based on user feedback and ensure long-term product reliability.

- Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.

- Challenge the status quo and drive innovation in user support strategies and operational processes.

## Requirements

- 5+ 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.

- Strong problem-solving skills, with the ability to diagnose complex issues and drive 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.

## Preferred Qualifications

- Strong data analysis skills, with a passion for interpreting data to improve decision-making.

- Ability to explain technical concepts to both technical and non-technical stakeholders.

- Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.

## Skills

### Required
- SQL
- API
- troubleshooting
- project management
- stakeholder management

### Nice to have
- data analysis
- technical writing
- technical environment proficiency

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/stripe/jobs/8245584?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)