Seller Systems Team Lead

Stripe; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Stripe is seeking a Night-shift Team Lead in Bengaluru to manage a Seller Systems Operations Associates team. You will drive operational performance, coaching, and development while collaborating with global partners to optimize workflows and user experience.

The role requires strong leadership, a focus on quality and SLAs, and the ability to work effectively with cross-functional stakeholders. You will help shape the operating culture of Stripe Delivery Centers.

Qualifications

• 3+ years leading an operations, support, or user-facing team.
• 9+ years of experience in customer support, technical support, operations, or another user-facing environment.
• Experience leading teams that support technical products, platform users, or complex operational workflows.
• Experience managing operational work against defined quality, productivity, or service-level goals.
• Strong written and verbal communication skills with the ability to give clear, constructive feedback.
• Experience coaching others and supporting their professional development.
• Strong analytical thinking and problem-solving skills with ability to identify root causes and improve processes.
• Ability to prioritize effectively in a fast-moving, structured environment.
• Process-oriented mindset with a track record of improving workflows and user experiences.
• Experience working with cross-functional stakeholders.
• User-first mindset and interest in learning technical products, systems, and processes.
• Ability to work from Bengaluru office in night shift.

Responsibilities

• Lead day-to-day operational performance of a team of Associates, including quality, productivity, service levels, and other goals.
• Set clear expectations, priorities, and performance goals for individuals and the team.
• Manage team capacity, scheduling, and work allocation to ensure workflows are covered and tasks completed on time.
• Coach Associates on troubleshooting, process knowledge, communication, and sound judgment in resolving user issues.
• Hold regular development conversations and provide timely, constructive feedback to support growth.
• Complete performance reviews and address performance concerns with your manager and People team partners.
• Foster a collaborative, inclusive team environment where associates raise risks and share ideas.
• Serve as escalation point for complex issues, routing to the right partner as needed.
• Partner with global operations specialists to run critical internal workflows.
• Identify recurring issues, process gaps, and opportunities for improvement.
• Use data and insights to surface trends, risks, and opportunities to stakeholders.
• Collaborate with cross-functional teams to improve products, processes, tools, and user communications.
• Support hiring, onboarding, training, and ramping of new team members.
• Help build operating culture and capabilities of Stripe Delivery Centers.

Skills

Team leadership

Operational management

Customer support

Data-driven decisions

Cross-functional collaboration

People development

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.

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 Enterprise and our mission is to provide all Stripe Users with the best support experience possible.

What you’ll do

You will manage a team of Seller Systems Operations Associates in a player-coach capacity. You’ll be accountable for your team’s operational performance, development, and engagement, while working closely with global operations specialists, business process owners, and cross-functional partners to improve workflows and user experiences.

Responsibilities

• Lead the day-to-day operational performance of a team of Associates, including quality, productivity, service-level, and other team goals.
• Set clear expectations, priorities, and performance goals for individuals and the team.
• Manage team capacity, scheduling, and work allocation to ensure critical workflows are covered and work is completed accurately and on time.
• Coach Associates on troubleshooting, process knowledge, communication, and sound judgment in resolving user issues.
• Hold regular development conversations and provide timely, constructive feedback that supports growth and career progression.
• Complete performance reviews and address performance concerns in partnership with your manager and People team partners, as appropriate.
• Build a collaborative, inclusive team environment where Associates can raise risks, share ideas, and learn from one another.
• Serve as an escalation point for complex operational or user issues, using sound judgment to resolve issues or route them to the right partner.
• Partner with global operations specialists and business process owners to run critical Internal Systems workflows.
• Identify recurring issues, process gaps, and manual work.
• Lead or contribute to improvements that increase quality, reduce effort, and improve the user experience.
• Use operational data and team insights to surface trends, risks, and opportunities to relevant stakeholders.
• Work closely with cross-functional teams to improve product offerings, processes, tools, and user-facing communications.
• Support hiring, onboarding, training, and ramping of new team members.
• Help build the operating culture, team practices, and capabilities of Stripe Delivery Centers.

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

• 3+ years of experience leading, supervising, or formally mentoring an operations, support, or user-facing team.
• 9+ years of experience in customer support, technical support, operations, or another internal or external user-facing environment.
• Experience leading teams that support technical products, platform users, or complex operational workflows.
• Experience managing operational work against defined quality, productivity, or service-level goals.
• Strong written and verbal communication skills, with the ability to give clear, constructive feedback.
• Experience coaching others and supporting their professional development.
• Strong analytical thinking and problem-solving skills, with the ability to identify root causes and make practical improvements.
• The ability to prioritize effectively and make sound decisions in a fast-moving, structured environment.
• A process-oriented mindset and a track record of improving workflows, reducing manual effort, or improving user experiences.
• Experience working effectively with cross-functional stakeholders.
• A user-first mindset and interest in learning technical products, systems, and processes.
• The ability to work from the Bengaluru office in night shift.

Preferred Qualifications

• Experience using operational data to manage performance, identify trends, and prioritize improvements.
• Experience supporting hiring, onboarding, workforce planning, or scheduling for an operations team.
• Experience working with global teams across time zones.

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

Stripe does not yet include pay ranges in job postings in every country. Stripe strongly values pay transparency and is working toward pay transparency globally.

We look forward to hearing from you.

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.