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.

What you’ll do

As part of our growing global Product Support team, you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, analytical mindset, and project management skills to strategically improve our support systems, processes, and product quality.

You will own complex technical user issues and coordinate with cross functional teams, including Engineering and Product, to drive them to resolution. A deep understanding of data will allow you to engage with these teams effectively and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with Stripe's key metrics, such as Customer Satisfaction (CSAT), Contact Rate, and Service Level Agreements (SLA).

Responsibilities

• Analyze and troubleshoot complex technical issues through direct user interaction (email, phone).
• Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
• Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
• Lead continuous improvement initiatives aimed at hitting key performance metrics such as CSAT, Contact Rate, and SLA compliance.
• Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
• Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.
• Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
• Constantly challenge the status quo and push for innovation in user support strategies and operational processes.
  
  

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

• 2+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
• Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
• Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
• Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
• Experience in project management, particularly in optimizing processes, workflows, or support operations.
• Willingness to work occasional weekends and holidays (with compensatory time off).

Preferred qualifications

• Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes.
• Comfortable explaining technical concepts to both technical and non-technical stakeholders.
• Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.

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’s support teams provide integration guidance and assistance based on a deep understanding of Stripe’s products. Support specialists interact with both developers and non-technical stakeholders to identify root cause of payment-blocking issues, answer questions and to advise users on how to get the most out of Stripe’s powerful infrastructure.

Stripe Terminal helps our users extend their online presence to the physical world. The Terminal team’s mission is to make it as easy for businesses to accept in-person payments as the Stripe API has done for online payments. With Terminal, businesses can unlock in-person payments use cases that are right for their business model—whether it’s creating a superb retail experience, extending their website to a pop-up store, or enabling a mobile point-of-sale at their next event.

What you’ll do

We are building a team of support specialists that will work with the largest and most complex Stripe Terminal users. As a Network Support Specialist, you’ll be the subject matter expert on Terminal's SDKs, payments hardware and device management, and will deeply collaborate with Stripe’s Technical Support and Product Support Operations teams.

Responsibilities

• Build familiarity with Stripe Terminal’s rapidly growing product suite, which includes EMVCo certified card readers, Tap to Pay on IPhone/Android, POS integrations, payment gateway partnerships and cloud-based device management
• Troubleshoot issues and advise both SaaS platforms and direct enterprise users on their integrations and connectivity/hardware setup across multiple channels (including email, chat, and live calls)
• Identify patterns in user issues, craft support materials and propose improvements to the Terminal Engineering team
• Take an analytical approach to tracking points of friction for users and work cross-functionally to drive step-function improvements in user experience
• Optimize our internal and external documentation for both technical and non-technical audiences

To equip you for this, you will go through an extensive onboarding that provides foundational understanding in at least one programming environment as you go deeper on Stripe’s API & product features. Over time, you will learn the basics of all of Stripe’s supported backend languages as well as client technologies including JavaScript, Android, iOS and React Native. You will also solidify your knowledge of SQL and Splunk basics to excel on the job.

Who you are

• 8+ years of experience in networking, IT infrastructure, and/or hardware troubleshooting
• Proven ability to partner with IT teams to stand up reliable infrastructure: dedicated LANs, DHCP/DNS hygiene, firewall/proxy rules and MDM configuration
• Ability to troubleshoot issues across the device stack, including OS, ROM/firmware and application layers
• Ability to interpret logs and reader diagnostics, including from tools like Splunk, Datadog/ and Grafana
• Ability to self-serve basic SQL queries and comfortable modifying more complex ones
• Operations savvy mindset, with an ability to identify and eliminate process friction while building scalable processes
• Excel at written communication skills, with a passion to interact with users of varied technical backgrounds clearly and empathetically

Nice to haves:

• Payments domain knowledge, including hands-on experience with card readers and POS applications
• Past experience in full-stack software development. Experience with Android mobile development preferred
• Willingness to travel for site visits, pilot deployments, and complex escalations

Who We Are 

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

The Escalations team offers a single point-of-entry for all user escalations raised by Stripes on behalf of a user. This team is accountable for all user escalation resolutions by either direct responsibility for resolution or by partnering with other support and non-support teams to facilitate a resolution. We aim to help users find speedy issue resolution and alleviate confusion and unnecessary effort from non-Support Stripes to do this. We will dig into specific user escalations to find top drivers for our most frequent and painful issues affecting our largest users as well as analyze the experience for the broader subset of users. 

Ultimately, these cases often shine a light on points of failure within Stripe, and the User Escalations team has the opportunity to create transformative user experiences, while also helping edit Stripe to rectify the structural issues that resulted in the escalation in the first place.

This is a high visibility, high impact role, with the responsibility to work with users and cross functional stakeholders, all while helping build this team from the ground up.

What you’ll do

In this role, you will play a vital part in addressing user escalations at Stripe, focusing on swift and effective resolution. You’ll engage directly with users and the reporters of the escalations, while also collaborating with product and engineering teams to ensure user issues are resolved effectively. Additionally, you will leverage data and insights to identify trends, root causes and drive support  improvements across the wider organization. 

Responsibilities

• Respond to incoming User Escalations from Stripes in a timely manner (within agreed service levels) as well as triage, scope, and support to resolution
• Communicate directly with users to solve the most painful problems, via email and phone 
• Be accountable for timely and accurate resolution for all User Escalations within agreed service levels
• Directly, or in partnership with other Stripe teams, drive fast resolution and demonstrate extreme ownership in solving users issues completely
• Conduct thorough, data-driven root causes analyses of escalations, and work with partner teams to validate findings
• Share findings and insights with leaders through forums and presentations
• Collaborate with partner teams to identify remediations to address root causes of escalations and drive change from a users’ first mentality 
• Challenge the status quo, identifying how and where Stripe needs to improve to better serve users
• Help build the team and process from the ground up 
• Support training and socialization efforts for process adoption across Stripe
• Build relationships with partner teams and drive accountability for completion of remediations
• Understand and help influence the relevant product roadmaps that will address the most frequent user escalations

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 2+ years of experience in a user support (customer facing) role
• Prior experience in troubleshooting and working on short SLA cases / escalations.
• Prior experience working on projects or process improvement initiatives
• Sound judgment and impeccable attention to detail
• Deep sense of customer care and users-first perspective 
• Unflappable, exothermic energy under pressure 
• Comfort with ambiguity and a proven ability to create order out of chaos by building processes that help the team run better and deliver a better user experience 
• Solid stakeholder management skills and an ability to influence others to drive progress
• A sense of urgency and a drive to see issues through to resolution

Preferred Qualifications: 

• Experience leading multiple concurrent projects
• Analytical rigor and the ability to use data to inform decisions; comfort with SQL is a plus 
• Experience in large / enterprise users is a plus.

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.

What you’ll do

As part of our growing, global Product Support team, you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, analytical mindset, and project management skills to strategically improve our support systems, processes, and product quality.

You will own complex technical user issues and coordinate with cross functional teams, including Engineering and Product, to drive them to resolution. A deep understanding of SQL and APIs will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with Stripe's key metrics, such as Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreements (SLA).

Responsibilities

• Analyze and troubleshoot complex technical issues through direct user interaction (email, phone), utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation.
• Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
• Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
• Lead continuous improvement initiatives aimed at hitting key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance.
• Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
• Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.
• Lead cross-functional projects aimed at identifying inefficiencies in current processes and drive the implementation of long-term solutions.
• Constantly challenge the status quo and push for innovation in user support strategies and operational processes.

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

• 4+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
• Working knowledge in SQL for data analysis and querying, with the ability to interpret datasets.
• Experience working with APIs. 
• Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
• Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
• Experience in project management, particularly in optimizing processes, workflows, or support operations.
• Willingness to work occasional weekends and holidays (with compensatory time off).

Preferred qualifications

• Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes.
• Comfortable explaining technical concepts to both technical and non-technical stakeholders.
• Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.
• Knowledge in banking industry products and credit cards. 

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.

What you’ll do

As part of our growing, global Product Support team, you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, analytical mindset, and project management skills to strategically improve our support systems, processes, and product quality.

You will own complex technical user issues and coordinate with cross functional teams, including Engineering and Product, to drive them to resolution. A deep understanding of SQL and APIs will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with Stripe's key metrics, such as Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreements (SLA).

Responsibilities 

• Analyze and troubleshoot complex technical issues through direct user interaction (email, phone), utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation.
• Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
• Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
• Lead continuous improvement initiatives aimed at hitting key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance.
• Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
• Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.
• Lead cross-functional projects aimed at identifying inefficiencies in current processes and drive the implementation of long-term solutions.
• Constantly challenge the status quo and push for innovation in user support strategies and operational processes.

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

• 2+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
• Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
• Experience working with API’s. 
• Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
• Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
• Experience in project management, particularly in optimizing processes, workflows, or support operations.
• Willingness to work occasional weekends and holidays (with compensatory time off).

Preferred qualifications

• Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes.
• Comfortable explaining technical concepts to both technical and non-technical stakeholders.
• Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.

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 supporting Greater China (GCN) and Japan. 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 team is also responsible for managing large operational projects to improve the user support experience in these markets.

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

• Proficiency in Mandarin is required as this role involves daily communications with our users in the Greater China region.
• At least 3+ years of direct people management experience.
• Experience leading operational teams such as product support teams (preferably in high-growth technology companies).
• Experience with the GCN market.
• 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 qualifications

• Experience with the Japan market
• Japanese language proficiency
• 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

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’s support teams provide integration guidance and assistance based on a deep understanding of Stripe’s products. Support specialists interact with both developers and non-technical stakeholders to identify root cause of payment-blocking issues, answer questions and to advise users on how to get the most out of Stripe’s powerful infrastructure.

Stripe Terminal helps our users extend their online presence to the physical world. The Terminal team’s mission is to make it as easy for businesses to accept in-person payments as the Stripe API has done for online payments. With Terminal, businesses can unlock in-person payments use cases that are right for their business model—whether it’s creating a superb retail experience, extending their website to a pop-up store, or enabling a mobile point-of-sale at their next event.

What you’ll do

We are building a team of support specialists that will work with the largest and most complex Stripe Terminal users. As a Network Support Specialist, you’ll be the subject matter expert on Terminal's SDKs, payments hardware and device management, and will deeply collaborate with Stripe’s Technical Support and Product Support Operations teams.

Responsibilities

• Build familiarity with Stripe Terminal’s rapidly growing product suite, which includes EMVCo certified card readers, Tap to Pay on IPhone/Android, POS integrations, payment gateway partnerships and cloud-based device management
• Troubleshoot issues and advise both SaaS platforms and direct enterprise users on their integrations and connectivity/hardware setup across multiple channels (including email, chat, and live calls)
• Identify patterns in user issues, craft support materials and propose improvements to the Terminal Engineering team
• Take an analytical approach to tracking points of friction for users and work cross-functionally to drive step-function improvements in user experience
• Optimize our internal and external documentation for both technical and non-technical audiences

To equip you for this, you will go through an extensive onboarding that provides foundational understanding in at least one programming environment as you go deeper on Stripe’s API & product features. Over time, you will learn the basics of all of Stripe’s supported backend languages as well as client technologies including JavaScript, Android, iOS and React Native. You will also solidify your knowledge of SQL and Splunk basics to excel on the job.

Who you are

• 5+ years of experience in networking, IT infrastructure, and/or hardware troubleshooting
• Proven ability to partner with IT teams to stand up reliable infrastructure: dedicated LANs, DHCP/DNS hygiene, firewall/proxy rules and MDM configuration
• Ability to troubleshoot issues across the device stack, including OS, ROM/firmware and application layers
• Ability to interpret logs and reader diagnostics, including from tools like Splunk, Datadog/ and Grafana
• Ability to self-serve basic SQL queries and comfortable modifying more complex ones
• Operations savvy mindset, with an ability to identify and eliminate process friction while building scalable processes
• Excel at written communication skills, with a passion to interact with users of varied technical backgrounds clearly and empathetically

Nice to haves

• Payments domain knowledge, including hands-on experience with card readers and POS applications
• Past experience in full-stack software development. Experience with Android mobile development preferred
• Willingness to travel for site visits, pilot deployments, and complex escalations