Description
We're looking for a Bridge Operations Associate to join our team in Bengaluru. As a Bridge Operations Associate, you will work directly with developers integrating Bridge APIs and help them resolve their issues. You will take ownership of complex, technical user issues and work across teams to resolve them.
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 improvements and want to play a front-line role in building this new operational capability for Stripe and accelerating Stripe's growth.
Responsibilities:
- Analyze and troubleshoot complex technical issues through direct user interaction (Slack) and leveraging your knowledge of API documentation.
- Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
- Strategically 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 hitting key performance metrics.
- Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
- Constantly challenge the status quo and push for innovation in user support strategies and operational processes.
Requirements:
- 2-5 years of experience in a customer support role.
- User first mindset and energized by the challenge of solving difficult problems.
- Excellent communication skills, both written and verbally.
- Excel in analytical thinking and problem solving.
- Prior experience in customer service or internal/external user facing operations.
- Process-oriented mindset and ability to get things done.
- Enjoy working in an in-office environment with strong cross team collaboration and support.
- Prioritize and enjoy working in a quick-moving environment.
- Humble and have a proven track record for working well across teams and with external partners.
- Willing to periodically work a weekend day for which you will receive a weekday off; the SDC operates during daytime hours with shifts from the morning through early evening.
Preferred qualifications:
- Familiarity with SQL and ability to use template or premade SQL queries as part of investigations.
- Prior experience with cryptocurrency support.