# Team Lead, Managed Support

**Company**: Stripe
**Location**: Mexico City
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/stripe/jobs/8288538?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_77fa121b-cfb

## Description

## Job Overview

We are seeking a Team Lead, Managed Support to manage a team of Operations Associates in Mexico City. As a Team Lead, you will be responsible for managing up to 10 Operations Associates and acting as their primary point of contact for performance management, coaching, and planning.

## Responsibilities

- Guide the team in troubleshooting and resolving external user issues.

- Own operational performance, setting clear goals and driving delivery against individual and team KPIs.

- Manage capacity, scheduling, workload allocation, and day-to-day priorities.

- Ensure team members have the skills, tools, and resources needed to succeed.

- Identify and implement process improvements that increase productivity, reduce manual effort, and improve the user experience.

- Foster a culture of continuous improvement by refining team processes and procedures.

- Coach and mentor team members through structured career development conversations, continuous feedback, and formal performance reviews.

- Build an engaged, motivated, inclusive, and welcoming team environment.

- Support recruitment and hiring initiatives.

## Requirements

- 5+ years experience leading operations teams as a team lead

- Excellent interpersonal and communications skills

- Exemplary planning and time management skills

- Proven ability to collaborate effectively with multiple, cross-functional stakeholders to achieve results

- Previous experience mentoring others and are able to constructively provide feedback to others

- Ability to motivate the team and keep them engaged in an otherwise structured process

- Proven ability to be subject matter experts in the relevant line of business

- Prior experience in customer service or internal/external user-facing operations

## Preferred Qualifications

- Experience in delivering weekly and monthly business metrics and reporting

- Experience in new process launch and continuous improvement

## Skills

### Required
- operations management
- customer service
- team leadership
- performance management
- process improvement

### Nice to have
- business metrics
- reporting
- new process launch
- continuous improvement

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/stripe/jobs/8288538?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)