Product Support Operations, Team Lead
Lead a team of Operations Associates to enhance user experience and operational performance at Stripe.
Posted by employer 6 days ago
First seen on Joblaze 5 days ago
Last verified on the company career page 22 hours ago
What you'll build
- Guide your team in troubleshooting and solving external user issues
- Manage 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
- Coach and mentor individuals to meet career goals via structured career development conversations
Must have
- 5+ years of experience coaching/leading Customer Service teams and managing performance
- Experience mentoring and providing constructive feedback to others
- Proven ability to be a subject matter expert in Customer Service
- Excellent written and verbal communication skills
Nice to have
- Experience launching new processes and driving continuous improvement
AI in the day-to-day
AI Fluency: with practical experience using AI tools to support day-to-day work and critically evaluate their outputs.
Requirements
- Experience
- 5+ years
Not disclosed in this posting: compensation, work arrangement, visa sponsorship.
Joblaze summary
In the role of Product Support Operations Team Lead at Stripe, the individual will oversee a team of Operations Associates, guiding them in resolving complex user issues and enhancing overall user satisfaction. Key skills include a strong background in customer service, operational performance management, and effective communication. This position is well-suited for someone with significant experience in leading customer service teams and a passion for coaching and mentoring. The team focuses on continuous improvement and operational scalability to meet the growing demands of Stripe's diverse user base.
Joblaze insights
- Listed 5 days ago — first seen on Joblaze October 30, 2026. Last confirmed on Stripe's careers page November 4, 2026.
Quick facts
- How much experience is required?
- At least 5 years of relevant experience for this Product Support Operations, Team Lead role.
- What seniority level is this role?
- Stripe targets lead candidates for this position.
- Is this full-time or contract?
- Full-time for this Product Support Operations, Team Lead 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
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 a team of 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
- Manage 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 goals 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
- 5+ years of experience coaching/leading Customer Service teams and managing performance
- Experience mentoring and providing constructive 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 launching new processes and driving continuous improvement.
- AI Fluency: with practical experience using AI tools to support day-to-day work and critically evaluate their outputs.