Product Support, Bridge

at Stripe

📍 London, United Kingdom
📍 Dublin, Ireland
📍 New York City, United States

USD 124,000-186,000 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 Compliance Data Analysis @ 5 Payments Project Management @ 3 SQL @ 5 Swift

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. Stripe's mission is to increase the GDP of the internet.

About the Team

The Bridge team is creating an entirely new payments platform built with stablecoins to simplify global money movement. Bridge enables faster, cheaper payments and borderless access to dollars via stablecoins. Through its APIs, businesses can send and receive funds across borders faster and cheaper than SWIFT and other fiat-only rails. Its virtual accounts enable international consumers and businesses to access, store, and spend U.S. dollars, while its payouts infrastructure enables platforms to disburse USD globally.

Responsibilities

Analyze and troubleshoot complex technical issues through direct user interaction, using SQL to extract and interpret data alongside API documentation.
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 overall user experience, incorporating data-driven insights and metrics.
Lead continuous improvement initiatives aimed at achieving key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and service-level compliance.
Create and refine documentation to empower users to resolve issues through self-service, reducing dependency on support teams.
Partner with Product and Engineering to advocate for platform improvements based on user feedback and ensure long-term product reliability.
Lead cross-functional projects to identify inefficiencies in current processes and drive the implementation of long-term solutions.
Challenge the status quo and drive innovation in user support strategies and operational processes.

Requirements

Minimum Requirements

5+ 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.
Strong problem-solving skills, with the ability to diagnose complex issues and drive 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.

Preferred Qualifications

Strong data analysis skills, with a passion for interpreting data to improve decision-making.
Ability to explain technical concepts to both technical and non-technical stakeholders.
Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.