Product Support Operations, Team Lead

About the role

Chat with Stripe sales Product Support Operations, Team Lead Stripe logo Jobs Our opportunity Life at Stripe Benefits University See open roles Open mobile navigation Jobs Our opportunity Life at Stripe Benefits University See open roles Close mobile navigation Roles at Stripe Role details Product Support Operations, Team Lead 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. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. About the team As Stripe’s user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Stripe Delivery Center (SDC) strategy will provide operational leverage and expand Stripe’s portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. We strive to deliver frictionless experiences for all of our users, whether they are an Independent Business, Startup, SMB, or Enterprise and our mission is to provide all Stripe Users with the best support experience possible. What you’ll do In this role, you will act in a player-coach capacity and will be accountable for supporting 7 Operations Associates. This team is responsible for resolving our users’ most challenging and impactful issues, providing exceptional user experience, and contributing to the overall user satisfaction. To be a fit, you will have a coaching mindset, proven ability to communicate at different levels, a track record of driving operational performance, possess a deep expertise in customer service, and a passion for inspiring a team to deliver an incredible user experience. Responsibilities Guide your team in troubleshooting and solving external user issues Ongoing management of the operational performance of your team to deliver KPIs Help scale our operations and improve user experience by identifying process improvements Manage capacity and scheduling, dividing and assigning work between team members Ensure your team has all the skills and resources needed to be successful in their role Set clear goals and expectations for individual and team performance Foster a culture of continuous improvement to refine team processes and procedures Support recruitment and hiring initiatives Coach and mentor individuals to meet career via structured career development conversations Provide continuous performance feedback and facilitate periodic formal performance reviews Drive and own initiatives that make the team a warm and welcoming place to work Keep the team engaged and motivated towards their work Who you are We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. Minimum requirements Experience coaching/leading Customer Service teams and managing performance Experience mentoring others and are able to constructively provide feedback to others Experience in delivering weekly and monthly business metrics and reporting Proven ability to be a subject matter expert in Customer Service Ability to work cross functionally to deliver best results and promote partnership Excellent written and verbal communication skills Exemplary planning and time management skills Preferred qualifications Experience in new process launch and continuous improvement In-office expectations Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico and Bengaluru, India work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible. Pay and benefits Stripe does not yet include pay ranges in job postings in every country. Stripe strongly values pay transparency and is working toward pay transparency globally. Office locations Bengaluru Team Operations Job type Full time Apply for this role We look forward to hearing from you At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us. 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