Team Lead, Product Support Ops - Scale Frictionless CX

Stripe, Inc.; Bogotá; On-site; COP 120,000,000 - 180,000,000; Full time

Job summary

Stripe, Inc. is seeking a seasoned Operations Leader to coach and guide a customer service team in Bogotá, Colombia. The role focuses on driving performance, mentoring staff, and delivering key metrics to improve user experience.

You will scale operations, manage scheduling, and recruit as needed to build a high-performance team. The ideal candidate has extensive experience in customer service leadership, strong communication skills, and a proven ability to partner cross-functionally to achieve

Qualifications

• 5+ years coaching/leading customer service teams.
• Experience mentoring and providing constructive feedback.
• Experience delivering weekly and monthly business metrics and reporting.
• Subject matter expert in customer service.
• Cross-functional collaboration to deliver results.
• Excellent written and verbal communication.
• Exemplary planning and time management.

Responsibilities

• Guide your team in troubleshooting and solving external user issues.
• Manage 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 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.

Skills

Coaching leadership

Customer service

Performance management

Mentoring & feedback

Metrics reporting

Cross-functional collaboration

Written & verbal communication

Time management

Job description

Stripe, Inc. is seeking a seasoned Operations Leader to coach and guide a customer service team in Bogotá, Colombia. The role focuses on driving performance, mentoring staff, and delivering key metrics to improve user experience.

You will scale operations, manage scheduling, and recruit as needed to build a high-performance team. The ideal candidate has extensive experience in customer service leadership, strong communication skills, and a proven ability to partner cross-functionally to achieve