Enterprise Support Specialist

Stripe • New York, NY

304d • $99,000 - $148,600

About The Position

As a part of the Enterprise Support Team, you'll spend most of your time interacting directly with our users and ensuring that they have a stellar Stripe experience. The core responsibilities of the role would be troubleshooting complex user issues and communicating with Stripe's highest value users, providing a best-in-class support experience, by email. You will own and manage business critical escalations and incidents, become the expert in all Stripe products, and manage a small portfolio of users to improve their support experience. Additionally, you will work with Engineering and other Operations teams to diagnose and solve technical user problems, develop relationships with users, and analyze and optimize support documentation and processes.

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

Nice To Haves

• 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

Responsibilities

• Troubleshooting complex user issues and communicating with Stripe's highest value users, providing a best-in-class support experience, by email and occasionally by call
• Become the expert in all Stripe products and how our largest users use them with their unique integrations, in order to comprehensively resolve user issues with context-aware support
• Own and manage business critical escalations and incidents from start to finish
• Iterate and improve service delivery for business critical escalations in order to delight our largest users who value quick resolution and proactive communication to any outages
• Manage a small portfolio of users, to whom you'll be directly accountable for analyzing and improving their support experience
• Analyze and optimize our support documentation and processes to improve our users' experiences and help scale our operations
• Identify and lead initiatives across our 5 pillars (Prevention, Availability, Effectiveness, Satisfaction, Effortlessness) to enable the team to provide a best-in-class support experience to our largest users at scale

Benefits

• Equity
• Company bonus or sales commissions/bonuses
• 401(k) plan
• Medical, dental, and vision benefits
• Wellness stipends

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities