Product Support Specialist (Mandarin-Speaking)

Details

Stripe is a financial infrastructure platform for businesses. As part of the global Product Support team, you will deliver excellent user experiences by using technical expertise, problem-solving skills, and project management experience to improve 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. The role requires a deep understanding of SQL and APIs to analyze data, collaborate cross-functionally, and propose solutions that improve operational efficiency and user experiences. Key metrics include Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreements (SLA).

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 diagnose problems.
• Develop product and platform expertise while working with Engineering, Product, and Operations teams to 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 CSAT, Contact Rate, and SLA compliance.
• Create and refine documentation that enables 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 to identify process inefficiencies and implement long-term solutions.
• Drive innovation in 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.
• 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 and the ability to diagnose complex issues and drive them to resolution.
• Stakeholder management experience, including the ability to influence cross-functional teams and drive progress.
• Project management experience, 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 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.