Product Support Manager

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.

About the team

Stripe is looking for a leader for our Product Support team supporting our Global markets team - the team focused on making Stripe support feel local, trusted, and effective in Stripe’s priority markets and enable expansion into new ones. This manager will lead a high-performing team motivated by improving the lives of Stripe’s user base. They will cultivate the happiness of their teams while guiding them through feedback, mentoring, and advocacy within the organization. This means helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals. The team is also responsible for managing large operational projects to improve the user support experience in these markets.

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

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

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. Experience collaborating with product and sales teams.

Preferred qualifications

Mandarin language proficiency

Japanese language proficiency

Experience with supporting the Japan and Greater China market

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