Manager, Product Support Specialist

Job Description

We're looking for a leader for our Product Support team at Stripe. As a Manager, Product Support Specialist, you will be responsible for guiding the organization to design and deliver incredible user support. You will ensure team members are happy, effective, and growing in their career and new work experiences.

Responsibilities

• Guide the organization to design and deliver incredible user support
• Ensure team members are happy, effective, and growing in their career and new work experiences
• Set clear goals and directions, and provide regular feedback on team members' performance
• Maintain metrics and analysis of team performance, and provide regular reporting on team performance in the form of written analysis and performance reports
• Transmit and foster our values, serving as a beacon of Stripe's user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment
• Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements

Requirements

• At least 3+ years of direct people management experience
• Experience leading operational teams such as product support teams (preferably in high-growth technology companies)
• Excellent written and verbal communication skills
• A strong operational background and a track-record of making data driven decisions
• Skill and credibility doing the core work of a user facing team with a high bar for quality and a willingness to lead by example
• An ability to execute on and deliver complex operational projects involving multiple stakeholders

Preferred Requirements

• Prior experience with SQL, Tableau and APIs
• Comfort with some technical troubleshooting
• Familiarity with FinTech industry and products
• Passion for learning new functions and features of technical products
• Experience leveraging root-cause analyses to make data driven decisions