Product Support Specialist

Details

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

About the Team

The 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 US dollars. Its payouts infrastructure enables platforms to disburse USD globally.

What You'll Do

As part of the growing Product Support team, you will help deliver outstanding user experiences. This role involves technical troubleshooting, diagnostic analysis, project management, and improving support systems, processes, and product quality.

You will own complex technical user issues and coordinate with Engineering and Product teams to drive them to resolution. A deep understanding of SQL and APIs will enable you to work effectively with cross-functional teams, analyze data, and propose solutions that improve operational efficiency.

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 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 compliance.
• Create and refine documentation to empower users to resolve issues through self-service.
• Partner with Product and Engineering to advocate for platform improvements based on user feedback and support 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

• 5+ 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.
• Strong problem-solving skills and the ability to diagnose complex issues and drive them to resolution.
• Proven stakeholder-management experience, including the ability to influence cross-functional teams and drive progress.
• Experience in project management, particularly involving process, workflow, or support-operations optimization.

Preferred Qualifications

• Strong data-analysis skills and an interest in using data to improve decision-making.
• Ability to explain technical concepts to technical and non-technical stakeholders.
• Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.