# Enterprise Support Specialist (Mandarin Speaking)

**Company**: Stripe
**Location**: Singapore
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/stripe/jobs/8141829?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b8813f13-4f4

## Description

## Job Overview

As part of Stripe's growing, global Product Support team, you will be a critical driver in delivering excellent user experiences. This role goes beyond basic troubleshooting,it’s about using your technical expertise, problem-solving mindset, and project management skills to strategically improve support systems, processes, and product quality.

## Responsibilities

- Analyze and troubleshoot complex technical issues through direct user interaction (email, phone), utilizing SQL to extract and interpret data, 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 such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance.

- Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.

- Collaborate with and advocate to Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.

- Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.

- Constantly challenge the status quo and push for innovation in user support strategies and operational processes.

## Requirements

- Business-level proficiency in Mandarin (written and spoken) is required, as this role involves daily communications with users in the Greater China region.

- 4+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.

- Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.

- Experience working with APIs.

- Excellent problem-solving skills, capable of diagnosing complex issues and driving them to resolution.

- Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.

- Experience in project management, particularly in optimizing processes, workflows, or support operations.

- Willingness to work occasional weekends and holidays (with compensatory time off).

## Preferred Qualifications

- Strong data analysis skills and a passion for interpreting data to improve decision-making and outcomes.

- Comfortable explaining technical concepts to both technical and non-technical stakeholders.

- Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.

## Skills

### Required
- SQL
- API
- troubleshooting
- project management
- stakeholder management
- data analysis
- Mandarin

### Nice to have
- technical explanation

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/stripe/jobs/8141829?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)