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Product Support Team Lead

hace 2 meses

Xico, México Stripes A tiempo completo

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, Small to Medium Business, 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 7 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.

Responsibilities

  • Guide your team in troubleshooting and solving external user issues
  • Ongoing management of the operational performance of your team to deliver Key Performance Indicators (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