Social Media, Customer Support Associate

Job Description

At Stripe, we're looking for a Social Media, Customer Support Associate to join our Mexico City office. As a member of our team, you'll be part of a mission-driven community dedicated to enhancing the global economy and increasing the GDP of the internet.

Key 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

Requirements

• Experience with social media support and/or an interest in resolving user issues through those channels (e.g., Twitter, LinkedIn, Facebook)
• Prior experience in customer support and external user-facing operations
• User-first mindset and excellent communication skills, both written and verbally
• Analytical thinking and problem-solving skills
• Process-oriented mindset and ability to get things done

Preferred Qualifications

• Prior experience or knowledge in user support
• Prior experience working on projects or process improvement initiatives
• Technical proficiency with Sprinklr

Work Environment

• The SDC operates during daytime hours in 9-hour shifts (including 1 hour paid lunch break) scheduled to fall between the hours of 6am and 10pm
• You will receive a weekday off in lieu of working a weekend day