Team Lead, Quality Analyst, Product Support Operations

Job Description

As Stripe's user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Product Support Operations (PSO) team plays a key role in efficiently solving our users' issues.

Responsibilities

• Own UIQ quality scores across all verticals at your site, driving teams to meet and sustain a minimum 90% quality score
• Serve as the final escalation layer for Disputes at your site, ensuring fair, consistent, and well-reasoned outcomes
• Review quality trends for each vertical at your site, identifying patterns and surfacing risks before they become issues
• Complete case work to stay close to the day-to-day realities of the verticals' subject matter and maintain subject matter familiarity
• Participate in calibration sessions across verticals to drive alignment and consistency in scoring
• Help lead rubric updates and contribute to the continuous evolution of our quality framework
• Drive projects at the quality program level, contributing to broader initiatives that improve how quality is measured and managed across PSO
• Deliver high-level quality reporting for all verticals at your site, providing leadership with a clear and actionable view of performance
• Provide insights and recommendations back to vertical leads, translating quality data into concrete operational guidance
• Manage and develop a team of ~6 Quality Analysts representing verticals including Payments, Revenue Suite, Account & Connect, Money Management, Enterprise, and Community Ops
• Set clear goals and expectations for individual and team performance
• Coach and mentor individuals through structured career development conversations
• Provide continuous performance feedback and facilitate formal performance reviews
• Foster a culture of continuous improvement and psychological safety within the team
• Drive and own initiatives that make the team an engaging and motivating place to work
• Support recruitment and hiring initiatives as the team evolves

Requirements

• Experience coaching or leading teams, with a demonstrated ability to manage and develop individual performance
• Prior experience in a QA or quality assurance capacity within a product support or customer service organisation
• Experience mentoring others and delivering constructive, growth-oriented feedback
• Proven subject matter expertise in product support or customer service operations
• Ability to work cross-functionally across multiple teams or verticals to drive results and foster partnership
• Strong analytical skills , able to identify trends in quality data and translate them into clear, actionable insights
• Excellent interpersonal and written communication skills
• Exemplary planning and time management skills, balancing people leadership, reporting, and program-level responsibilities