Enterprise Support Specialist
| Company | Stripe |
|---|---|
| Location | New York, NY, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- Embodies an empathetic, user-first mindset and embodies Stripe’s operating principles
- Has exposure to or experience with managing relationships with large, exceptionally complex/senior level stakeholders
- Exhibits an investigative mindset, strategic thinking, high attention to detail, and cross-functional coordination skills
- Can demonstrate technical aptitude, having experience with data analysis or use of technical tools to troubleshoot user issues
- Has demonstrated ability to problem solve with minimal guidance in a rapidly changing environment
- Has exceptional written, verbal, and presentation-based communication skills and the ability to translate complex solutions to users simply and clearly
- Willingness to work two holiday days per year – you’ll receive a weekday off of your choosing the week following a holiday shift
Responsibilities
- Troubleshooting complex user issues and communicating with Stripe’s highest value users, providing a best-in-class support experience, by email
- Own and manage business critical escalations and incidents
- Become the expert in all Stripe products, deeply understanding our processes and workflows in order to resolve user issues
- Manage a small portfolio of users, to whom you’ll be directly accountable for analyzing and improving their support experience, providing contextual insight regarding users’ experience with support to account team stakeholders
- Work with Engineering and other Operations teams to diagnose and solve technical user problems
- Develop relationships with users and identify opportunities to improve support and overall experience with Stripe
- Analyze and optimize our support documentation and processes to improve our users’ experiences and help scale our operation
Preferred Qualifications
- Prior experience with or exposure to SQL, Tableau, Hubble and APIs
- Some background experience in account management, customer experience, program management or project management
- Comfortability learning new functions and features of technical products
- Experience leveraging root-cause analyses to make data driven decision