Enterprise Support Specialist

at Stripe

📍 Singapore, Singapore

SGD 73,600-110,400 per year

MIDDLE

✅ On-site

Tech Stack
Tag name is followed by "@" symbol and proficiency level value. About proficiency levels:

1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;

3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;

7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;

10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.

API @ 3 Communication @ 5 Compliance Data Analysis @ 5 Payments Project Management @ 3 SQL @ 5

Details

Stripe is a financial infrastructure platform for businesses. Millions of companies use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. The company's mission is to increase the GDP of the internet.

Responsibilities

Analyze and troubleshoot complex technical issues through direct user interaction via email and phone, using SQL to extract and interpret data and API documentation to resolve issues.
Develop product and platform expertise while working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
Optimize and scale support processes to enhance efficiency and improve the user experience using data-driven insights and metrics.
Lead continuous improvement initiatives focused on Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreement (SLA) compliance.
Create and refine documentation to empower users to resolve issues through self-service and reduce dependency on support teams.
Collaborate with and advocate to Product and Engineering teams to improve the platform based on user feedback and promote long-term product reliability.
Lead cross-functional projects to identify process inefficiencies and implement long-term solutions.
Drive innovation in user support strategies and operational processes.

Requirements

Minimum Requirements

Business-level proficiency in Mandarin, written and spoken, is required for daily communication with users in the Greater China region.
At least 4 years of experience in a customer-facing product support role focused on troubleshooting technical issues.
Proficiency in SQL for data analysis and querying, including the ability to interpret datasets.
Experience working with APIs.
Excellent problem-solving skills, with the ability to diagnose complex issues and drive them to resolution.
Experience managing stakeholders, influencing cross-functional teams, and driving 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.
Ability to explain technical concepts to both technical and non-technical stakeholders.
Comfort working in technical environments and diagnosing and resolving highly technical user issues.