Product Manager, Support Platform

Stripe; Dublin; Hybrid; EUR 102,000 - 154,000; Full time

Benefits offered by this job

Equity

Company bonus

Retirement plans

Health benefits

Wellness stipends

Job summary

Stripe is seeking a Product Manager for Support Experience in Dublin to lead the development of our user-facing AI agent, handling 100k+ conversations weekly. You will shape the product roadmap for Platform and Connect, collaborating with platform operators and Stripe support teams to solve real-world customer problems.

You will drive the enhancement of agent capabilities, prompts, tools, and evaluations, ensuring accurate resolutions and scalable support across AI and human-assisted workflows.

Qualifications

• 7+ years of product management experience.
• Experience leading cross-team initiatives from ideation through execution.
• Experience leading technical products or a background in computer science or a similar field.
• Strong written and verbal communication skills.

Responsibilities

• Develop the product strategy and roadmap for Support Technologies serving Platform and Connect use cases.
• Improve the capabilities and effectiveness of Stripe’s user-facing AI agent for Platform and Connect support experiences.
• Identify recurring support problems and translate them into reusable product, platform, and AI agent capabilities.
• Build, ship, and iterate on prompts, skills, tools, and evaluations for the AI agent to solve real-world user problems.
• Improve routing and resolution by leveraging account relationships, roles, permissions, and product configurations.

Skills

Product strategy

User empathy

Cross-team leadership

Technical product background

Communication skills

Job description

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.

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

Support Technologies builds the products, platforms, and capabilities behind Stripe’s support experiences. The team helps users resolve issues quickly, supports internal teams, and creates reusable technology that improves support across Stripe.

This role focuses on the complex support needs of Platforms and Connect. Platforms, connected accounts, and their customers each have different relationships with Stripe, access levels, and responsibilities. Resolving an issue often requires understanding who owns the account, which permissions apply, how products are configured, and which party should provide support.

The team is building the foundations for more contextual support across this multi-party ecosystem. A key part of the work is improving Stripe’s customer-facing AI agent so it can understand these relationships, handle complex cases, and provide accurate, personalized resolutions at scale.

What you’ll do

As a Product Manager for Support Experience, you will be responsible for improving the outcomes of Stripe’s user-facing AI agent that holds 100k+ conversations per week. You’ll be at the forefront of applied AI, solving problems for businesses and consumers, and redefining what great can look like. You’ll directly build agent capabilities to solve real-world user problems. That means getting hands-on with prompts, evals, skills, tools and the machinery that lets you introspect and identify opportunities within the conversational experience.

Responsibilities

• Develop the product strategy and roadmap for Support Technologies serving Platform and Connect use cases.
• Build a deep understanding of the needs of platform operators, connected accounts, Stripe support teams, and platform support teams.
• Improve the capabilities and effectiveness of Stripe’s user-facing AI agent for Platform and Connect support experiences.
• Identify recurring support problems and translate them into reusable product, platform, and AI agent capabilities.
• Build, ship, and iterate on the prompts, skills, tools, and evaluations that enable the AI agent to solve real-world user problems.
• Improve how account relationships, roles, permissions, product configurations, and support history inform routing and resolution across AI and human-assisted support.
• Build tools that help the AI agent and support teams understand complex Platform and Connect issues and take the right next action.
• Enable platforms to support their connected accounts more effectively through appropriate tooling, visibility, automation, and contextual guidance.
• Help clarify whether Stripe, the platform, or another party is responsible for resolving a user’s issue, and route the issue accordingly.
• Create continuous improvement loops that turn insights from AI agent conversations and support interactions into scaled solutions.
• Partner with Platform, Connect, and conversational AI product teams to incorporate support capabilities into critical product journeys.

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.

Minimum Requirements

• 7+ years of product management experience, excluding internships and co-ops.
• Deep user empathy and a high bar for user experience.
• Experience leading cross-team initiatives from ideation through execution.
• Experience leading technical products or a background in computer science or a similar field.
• Strong written and verbal communication skills.

In-office expectations

Office-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 Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. 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 benefits

The annual salary range for this role in the primary location is €102,400 - €153,600. This range may change if you are hired in another location. For sales roles, the range provided is the role’s On Target Earnings (“OTE”) range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process.

Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant’s location and can be discussed in more detail during the interview process. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.

At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.

We look forward to hearing from you.