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 was built with simplicity in mind. 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. Today, Stripe handles over a million support cases per year and processes millions of internal transactions.  We’re going to achieve excellence by thinking of support in a novel, solution-oriented way, and viewing operations as an integral enabler of all of Stripe’s growth.

Stripe has unique operational problems resulting from both our type of scale and the type of businesses we partner with as a result of “growing the GDP of the Internet.”  Stripes leverage understanding of our products, the financial industry and money movement, and our processes to support both internal and external users. Doing so requires us to invest significant resources into building this experience ourselves.

What you’ll do

Stripe is launching Stripe Delivery Centers - a brand new global team to design, implement and grow Stripe’s operations for the next decade. We are looking for dynamic and curious people that have a passion for solving global user issues, building operations, drive process improvement and want to play a front-line role in building this new operational capability for Stripe and accelerating Stripe’s growth. If you like challenging, scaled problems and are an amazing teammate, we want to hear from you! 

Responsibilities

• Work with merchants, from successful venture-backed startups to well established institutions 
• Investigate and action/triage escalations across multiple channels, while providing accurate and timely responses
• Own various operational processes that the team performs such as risk user experience reviews and handling urgent risk-related escalations from internals or Financial Partners, whilst upholding a strong commitment to process excellence and clear documentation
• Identify risk factors and trends and further report these identifiers to the wider risk team to ensure consistency in partnership
• Utilize analytics to optimize strategies which can be enforced across Stripes portfolio 
• Maintain regular communication with our cross-functional stakeholders, setting up recurring business meetings as necessary
• Identify gaps in current systems, policies and strategies, and recommend enhancements and process improvements
• Uplevel the internal understanding of Stripe’s real-world impact on users, and improve internal processes and workflows to optimize outsourcing and reduce overall escalation rates
• Build scalable solutions across Stripe to ensure Risk support best practices and standards are successfully implemented throughout the user experience
• Utilize subject-matter expertise to partner with cross-functional teams in developing and improving processes and products related to Risk UX
• Participate in monthly, quarterly, and annual business reviews for the Risk UX Operations team

Who you are

We are looking for someone passionate about improving the risk user experience, the payments ecosystem, educating other Stripes in a complex area of risk, naturally curious and has a strong desire to challenge the status quo. This person will work alongside a global team of risk analysts and strategists and build cross functional partnerships with operations, engineering, sales, treasury, vendor management teams and more!

The right candidate for this role will have a minimum of two years experience in user experience related projects and who has successfully worked on establishing and improving operational processes and user facing workflows. You will be on the front lines, handling sensitive, complex user-facing issues. You’ll leverage learnings from these user interactions to build at-scale, proactive, users-first support solutions. You’ll also help shape team strategy and execute on team objectives using complex project management, cross-functional collaboration, and data-driven decision making.

Minimum requirements

• 2+ years of experience in a customer facing role related to operations, compliance, risk, trust & safety or a similar space
• Strong communication skills and can explain highly technical topics to technical and non-technical audiences
• The ability and desire to challenge the status quo and work in a deeply ambiguous space
• Experience using data to propose creative solutions to both tactical and strategic problems
• Creativity when solving problems from a customer perspective and is pragmatic when solving them
• Deep empathy for entrepreneurs running a business, and are motivated to solve problems to empower them
• Experience analyzing user feedback patterns and use these insights to drive process and product improvements
• Experience with complex and sensitive user facing issues relating to privacy, user safety, fraud, and supportability
• Experience in SQL/Redshift
• Project/Program Management experience
• You possess experience in risk analysis, investigations or risk operations
• You have excellent English communication skills, both written and verbally
• You excel in analytical thinking and problem solving, with experience using data to make assessments / judgment 
• You enjoy working in an in-office environment with strong cross team collaboration and support
• You are able to prioritize and enjoy working in a quick-moving environment
• You are humble and have a proven track record for working well across teams and with external partners
• Flexible for weekend shifts as needed 

Preferred qualifications

• Risk experience in payments, e-commerce, or fintech mitigating digital/card-not-present risk
• Knowledge of risk schemes, risk prevention methods, and risk detection tools
• Prior risk experience across multiple industries/verticals
• Experience in a high growth technology company
• Experience working from a queue

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

At Stripe, our Mexico City office is a vibrant hub at the forefront of our mission to reshape the financial landscape for businesses worldwide. Our team prioritizes collaboration, innovation, and excellence. As a member of the Mexico City team, you'll be part of a mission-driven community dedicated to enhancing the global economy and increasing the GDP of the internet. We strive for excellence by creating with craft and beauty, while having fun and celebrating our successes together.

We cultivate a culture of collaboration, inclusivity and support where every team member’s voice matters. Our commitment shines through as we handle over a million support cases each year, empowering our users not just to solve problems but to achieve their goals.

What you’ll do

In this role, you will implement and manage User Policy operational processes that support responsible market growth and instill trust among users and partners. You will assess risks and opportunities, liaise with financial partners and merchants, and manage escalations while providing timely responses. As a User Policy Specialist at Stripe, you will apply and enforce the rules and requirements that determine which businesses can use our platform. This role is closely aligned with Stripe's mission, as it involves making key decisions about business eligibility to access our economic infrastructure. 

Responsibilities

• Assess and identify potential risks associated with business partnerships, making informed decisions that balance opportunity with compliance to protect Stripe’s brand and reputation.
• Investigate and action/triage escalations across multiple channels, while providing accurate and timely responses to stakeholders
• Collaborate with various stakeholders, including business units, legal teams, and financial partners, to communicate User Policy requirements and ensure alignment with Stripe’s mission and value proposition.
• Utilize analytics to optimize strategies which can be enforced across Stripes portfolio
• Develop and implement User Policy operational processes that ensure compliance with internal rules and external regulations, thereby enabling responsible business growth and market expansion for Stripe.
• Identify gaps and areas for improvement within current User Policy frameworks, recommending enhancements to support sustainable business practices and progressive growth.
• Participate in periodic business reviews to evaluate the impact of User Policy on Stripe’s market performance and contribute to strategic discussions aimed at enhancing Stripe’s growth and reputation.

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

• You possess experience in risk analysis, investigations or risk operations
• You have excellent English communication skills, both written and verbally
• You excel in analytical thinking and problem solving, with experience using data to make assessments / judgment 
• You enjoy working in an in-office environment with strong cross team collaboration and support
• You are able to prioritize and enjoy working in a quick-moving environment
• You are humble and have a proven track record for working well across teams and with external partners

Preferred qualifications

• Risk experience in payments, e-commerce, or fintech mitigating digital/card-not-present risk
• Experience in Trust & Safety related roles.
• Knowledge of risk schemes, risk prevention methods, and risk detection tools
• Prior risk experience across multiple industries/verticals
• Experience in a high growth technology company
• Experience working from a queue

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 Ente

What you’ll do

In this role, you will act in a player-coach capacity and are accountable for supporting Risk/Partner Risk Operations associates.  This team will investigate accounts to identify risks to Stripe business related to fraud and user policy requirements. You will set clear goals and provide guidance and mentorship to ensure individual and team success. 

To be a fit, you will have a coaching mindset, proven ability to communicate at different levels, a track record of driving operational performance, and a passion for inspiring a team to deliver outstanding results.

Responsibilities

• A minimum of 6+ years of experience with Fraud operations, Fraud strategy , Financial crime operations. 
• Guide your team in performing reviews to protect and advance Stripe’s business, brand and mission, by deploying industry-leading supportability solutions that instill user and partner trust in Stripe
• Support and coach your team in conducting thorough investigations of merchant accounts to facilitate progressive and sustainable business growth
• Ongoing management of the operational performance of your team to deliver KPIs and report to key stakeholders
• 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 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

• Experience coaching/leading operations teams and managing performance
• Experience mentoring others and are able to constructively provide feedback to others
• Experience in delivering weekly and monthly business metrics and reporting
• Proven ability to be a subject matter expert in Risk Operations
• Ability to work cross functionally to deliver best results and promote partnership
• Excellent written and verbal communication skills in English
• Exemplary planning and time management skills

Preferred qualifications

• Knowledge of risk reviews, knowledge in policy/compliance operations, and fraud detection tools
• Experience managing risk events in the system, and identify the at-risk scenario.

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.

This role will be part of the Risk Operations Team within SDC that is accountable for performing KYC reviews during onboarding and periodic review.

What you’ll do

We are looking for someone who is passionate about fighting risks and solving the puzzle of investigations, is naturally curious, and is comfortable operating in ambiguity and finding creative solutions. You will be responsible for spearheading the organization's KYC and compliance efforts within the Indian market.

The right candidate for this role will have experience in KYC compliance, preferably within the fintech or e-commerce space.

Responsibilities

• Conducting thorough Know Your Customer (KYC) reviews during the onboarding of new users, ensuring the authenticity and accuracy of all customer documentation in compliance with Indian regulatory requirements.
• Demonstrating a deep understanding of KYC and anti-money laundering (AML) regulations specific to the Indian financial services industry, and applying this knowledge to your daily analyses.
• Exercising sound analytical judgment to evaluate complex customer information, make informed decisions on the legitimacy of documentation provided, and determine the appropriate risk profile for each customer.
• Handling high-complexity KYC-related assignments and tasks with a sense of urgency, while promptly resolving incoming requests from internal teams, financial partners, and other external parties.
• Adhering closely to process documentation and drafting clear, concise investigative summaries and analyses, including the preparation of regulatory reports for submission to the relevant authorities.
• Actively participating in building a new team and operational culture focused on robust KYC and compliance practices within the organization.
• Leveraging your expertise in KYC and AML to identify and escalate any suspicious customer activity or high-risk profiles to the compliance team for further investigation and action.
• Collaborating cross-functionally with teams such as compliance and fraud to share information and insights that contribute to the overall risk management and mitigation efforts within the Indian market.

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 KYC, customer identification, and due diligence roles within the financial services or fintech industry.
• Proven track record of conducting in-depth customer KYC reviews, including validation of identity documents, address proofs, and income/occupation details, in accordance with Indian regulatory requirements.
• Demonstrated ability to analyze complex customer information and exercise sound judgment to assess the adequacy and legitimacy of customer documentation.
• Experience in identifying high-risk customers, transactions, or business activities, and escalating them to the compliance team for further investigation.
• Thorough understanding of Indian KYC and AML regulations and the ability to apply this knowledge in day-to-day operations.
• Capacity to work with a sense of urgency and focus when handling queues with shorter turnaround times.
• Excellent written, verbal, and interpersonal skills to effectively communicate findings and recommendations.
• Strong problem-solving skills and the ability to work independently, analyze data, and make complex investigation decisions.
• Proactive, and detail-oriented approach to work.

Preferred Qualifications

• Knowledge in payments and the fintech industry 
• Familiarity with SQL and ability to use template or premade SQL queries as part of investigations