Social Media, Customer Support Associate

Stripe is launching Stripe Delivery Centers, a brand new global team to design, implement, and grow Stripe's operations for the next decade.

We are looking for dynamic and curious people that have a passion for solving global user issues, building operations, driving process improvement, and wanting to play a front-line role in building this new operational capability for Stripe and accelerating Stripe's growth.

Responsibilities

• Deliver exceptional Stripe experience by efficiently and accurately resolving issues across social media platforms (e.g., X, LinkedIn, Facebook, and others)
• Help resolve issues that are escalated via social media, including technical product questions, and work to prevent those issues from happening again
• Partner with internal teams across Stripe (e.g., Comms, Incident Ops, Risk), serving as the ultimate escalation point for high-stakes user issues and proactively initiating incident reports with a user-first mindset
• Coordinate executive escalations from Stripe's leaders with other teams
• Contribute and manage new programs focused on improving the Stripe user experience
• Identify operational process gaps and initiate continuous improvements to accelerate global scale while delivering an exceptional experience for Stripe users
• Be part of building a brand new team and operational culture for Stripe

Who you are

• You have 2-5 years of experience with social media support and/or an interest in resolving user issues through those channels (e.g., Twitter, LinkedIn, Facebook)
• You have prior experience in customer support and external user-facing operations
• You have a user-first mindset and are energized by the challenge of solving difficult problems
• You have excellent communication skills, both written and verbal
• You excel in analytical thinking and problem-solving
• You have a process-oriented mindset and ability to get things done
• You enjoy working in an in-office environment with strong cross-team collaboration and support
• You are able to prioritize and enjoy working in a quick-moving environment
• You are humble and have a proven track record for working well across teams and with external partners
• You're willing to work a weekend day for which you will receive a weekday off in lieu; the SDC operates during daytime hours in 9-hour shifts (including 1 hour paid lunch break) scheduled to fall between the hours of 6 am and 10 pm