Manager, Product Support Specialist
Lead Stripe's Product Support team to enhance user experience and team performance in a high-growth environment.
Requirements
- Experience
- 3+ years
Joblaze summary
In this role, the manager of the Product Support team at Stripe will oversee daily operations, ensuring that team members are engaged and effective while delivering exceptional user support. Key skills include strong leadership, operational management, and data-driven decision-making, with a preference for candidates familiar with SQL and APIs. This position is ideal for someone with at least three years of people management experience, particularly in fast-paced tech environments, who is passionate about fostering a user-centric culture. The role also involves significant project management responsibilities, contributing to the overall growth and efficiency of the organization.
Joblaze insights
- Listed today on Joblaze — tracked directly from Stripe's career page.
- Stripe has 511 other open roles including Product Designer, Internal Tools, Full Stack Engineer, Growth, Partner Development Manager.
Quick facts
- How much experience is required?
- At least 3 years of relevant experience for this Manager, Product Support Specialist role.
- What seniority level is this role?
- Stripe targets lead candidates for this position.
- Is this full-time or contract?
- Full-time for this Manager, Product Support Specialist role at Stripe.
From the original posting
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
Stripe is looking for a leader for our Product Support team. This manager will lead a high performing team motivated by improving the lives of Stripe’s user base. They will cultivate the happiness of their teams while guiding them through feedback, mentoring, and advocacy within the organization. This means helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals. The Product Support team is also responsible for managing large operational projects that impact key user metrics.
You'll be part coach, part diplomat, part entrepreneur - 100% committed to building and sustaining trust with users and your team.
What you’ll do
Responsibilities
- Guide the organization to design and deliver incredible user support
- Ensure team members are happy, effective, and growing in their career and new work experiences
- Set clear goals and directions, and provide regular feedback on team members’ performance
- Maintain metrics and analysis of team performance, and provide regular reporting on team performance in the form of written analysis and performance reports
- Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment
- Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements
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
- At least 3+ years of direct people management experience
- Experience leading operational teams such as product support teams (preferably in high-growth technology companies)
- Excellent written and verbal communication skills
- A strong operational background and a track-record of making data driven decisions
- Skill and credibility doing the core work of a user facing team with a high bar for quality and a willingness to lead by example
- An ability to execute on and deliver complex operational projects involving multiple stakeholders
Preferred requirements
- Prior experience with SQL, Tableau and APIs
- Comfort with some technical troubleshooting
- Familiarity with FinTech industry and products
- Passion for learning new functions and features of technical products
- Experience leveraging root-cause analyses to make data driven decisions