Product Support Team Lead
hace 1 mes
Stripe is a financial infrastructure platform that enables businesses 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 significant amount of work ahead. This means you have an opportunity to put the global economy within everyone's reach while doing the most important work of your career.
About the TeamAs Stripe's user base and global footprint grow, we have unique support problems resulting from both our 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 Enterprise, and our mission is to provide all Stripe Users with the best support experience possible.
What You'll DoIn 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.
To be a fit, you will have a coaching mindset, proven ability to communicate at different levels, a track record of driving operational performance, possess a deep expertise in customer service, and a passion for inspiring a team to deliver an incredible user experience.
Responsibilities- Guide your team in troubleshooting and solving external user issues
- Ongoing management of the operational performance of your team to deliver 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 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
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.
Minimum Requirements- Experience coaching / leading Customer Service 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 Customer Service
- Ability to work cross functionally to deliver best results and promote partnership
- Excellent written and verbal communication skills in both English and Spanish
- Exemplary planning and time management skills
Experience in new process launch and continuous improvement
In-Office ExpectationsOffice-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users.
This expectation may vary depending on role, team and location. For example, Stripes in our Bucharest, Romania site have an 80% in-office expectation, and those in Stripe Delivery Center roles in Mexico City, Mexico and Bengaluru, India work 100% from the office.
This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.
Pay and BenefitsStripe does not yet include pay ranges in job postings in every country. Stripe strongly values pay transparency and is working toward pay transparency globally.
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