Product Manager, Support Platform

at Stripe

📍 Dublin, Ireland

EUR 102,400-153,600 per year

SENIOR

✅ 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.

AI @ 4 Communication @ 7 Product Management @ 7

Details

Stripe is a financial infrastructure platform for businesses. The Support Technologies team builds products, platforms, and capabilities behind Stripe's support experiences, helping users resolve issues quickly and creating reusable technology for support across Stripe.

This role focuses on the complex support needs of Platforms and Connect, where platforms, connected accounts, and their customers have different relationships with Stripe, access levels, and responsibilities. The team is building more contextual support across this multi-party ecosystem, including improvements to Stripe's customer-facing AI agent so it can understand relationships, handle complex cases, and provide accurate, personalized resolutions at scale.

Responsibilities

Develop the product strategy and roadmap for Support Technologies serving Platform and Connect use cases.
Build a deep understanding of the needs of platform operators, connected accounts, Stripe support teams, and platform support teams.
Improve the capabilities and effectiveness of Stripe's user-facing AI agent for Platform and Connect support experiences.
Identify recurring support problems and translate them into reusable product, platform, and AI agent capabilities.
Build, ship, and iterate on the prompts, skills, tools, and evaluations that enable the AI agent to solve real-world user problems.
Improve how account relationships, roles, permissions, product configurations, and support history inform routing and resolution across AI and human-assisted support.
Build tools that help the AI agent and support teams understand complex Platform and Connect issues and take the right next action.
Enable platforms to support their connected accounts more effectively through appropriate tooling, visibility, automation, and contextual guidance.
Help clarify whether Stripe, the platform, or another party is responsible for resolving a user's issue, and route the issue accordingly.
Create continuous improvement loops that turn insights from AI agent conversations and support interactions into scaled solutions.
Partner with Platform, Connect, and conversational AI product teams to incorporate support capabilities into critical product journeys.

Requirements

7+ years of product management experience, excluding internships and co-ops.
Deep user empathy and a high bar for user experience.
Experience leading cross-team initiatives from ideation through execution.
Experience leading technical products or a background in computer science or a similar field.
Strong written and verbal communication skills.
Hands-on experience with prompts, evaluations, skills, tools, and the machinery used to introspect and identify opportunities within conversational AI experiences.

The role involves improving a user-facing AI agent that handles more than 100,000 conversations per week and applying AI to solve real-world user problems.