Enterprise Support Specialist (Mandarin Speaking)

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 SQL @ 5

Details

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. Its mission is to increase the GDP of the internet.

Responsibilities

Analyze and troubleshoot complex technical issues through direct user interaction by email and phone, using SQL to extract and interpret data and API documentation to resolve problems.
Develop product and platform expertise while working with Engineering, Product, and Operations teams to diagnose and resolve user issues.
Optimize and scale support processes to improve efficiency and the overall 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 enable users to resolve issues through self-service.
Collaborate with and advocate to Product and Engineering teams to improve the platform based on user feedback and support long-term product reliability.
Lead cross-functional projects that identify process inefficiencies and drive long-term solutions.
Develop innovative user support strategies and operational processes.

Requirements

Business-level proficiency in written and spoken Mandarin is required for daily communication with users in the Greater China region.
Four or more 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, including the ability to diagnose complex issues and drive them to resolution.
Proven stakeholder management experience, with the ability to influence cross-functional teams and drive progress.
Experience managing projects, particularly those involving process, workflow, or support-operations optimization.
Willingness to work occasional weekends and holidays, with compensatory time off.

Preferred Qualifications

Strong data analysis skills and an interest in using data to improve decision-making and outcomes.
Ability to explain technical concepts to technical and non-technical stakeholders.
Comfort working in technical environments and diagnosing and resolving highly technical user issues.