Social Media, Customer Support Associate

EngineersOfAI; Bengaluru; On-site; INR 500,000 - 750,000; Full time

Job summary

Stripe Delivery Centers is seeking dynamic individuals to design, implement, and grow Stripe’s social support operations. You will resolve user issues across platforms, escalate high-stakes concerns, and partner with internal teams to protect a stellar user experience.

Ideal candidates have 2–5 years in social media or customer support, excellent communication, and a passion for solving complex problems with a process-oriented mindset.

Qualifications

• 2–5 yrs of experience with social media support or handling external user-facing operations.
• Experience in customer support and external user-facing roles.
• Excellent written and verbal communication.
• User-first mindset and problem-solving orientation.
• Strong analytical thinking and curiosity about technical products.
• Process-oriented mindset with ability to execute tasks.
• Preference for in-office collaboration and teamwork.

Responsibilities

• Resolve issues across social media platforms efficiently and accurately.
• Address escalations from social channels, including technical product questions.
• Collaborate with internal teams (Comms, Incident Ops, Risk) and escalate when needed.
• Coordinate executive escalations from Stripe leaders with other teams.
• Contribute to new programs to improve user experience.
• Identify process gaps and drive continuous improvement at scale.
• Help build a brand-new team and operating culture for Stripe.

Skills

Social media support

Customer support

Communication skills

Analytical thinking

Process orientation

Cross-team collaboration

Job description

Who we are

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 substantial amount of work ahead. This is an opportunity to contribute to the global economy while doing meaningful work.

What you’ll do

Stripe is launching Stripe Delivery Centers—a brand new global team to design, implement, and grow Stripe’s operations for the next decade. We are looking for dynamic and curious people who have a passion for solving global user issues, building operations, driving process improvement, and playing a front-line role in building this new operational capability for Stripe and accelerating Stripe’s growth. If you like challenging, scaled problems and are an amazing teammate, we want to hear from you!

Responsibilities

• Deliver exceptional Stripe experience by efficiently and accurately resolving issues across social media platforms (e.g., X, LinkedIn, Facebook, and others)
• Help resolve issues that are escalated via social media, including technical product questions, and work to prevent those issues from happening again
• Partner with internal teams across Stripe (e.g., Comms, Incident Ops, Risk), serving as the ultimate escalation point for high-stakes user issues and proactively initiating incident reports with a user-first mindset
• Coordinate executive escalations from Stripe’s leaders with other teams
• Contribute and manage new programs focused on improving the Stripe user experience
• Identify operational process gaps and initiate continuous improvements to accelerate global scale while delivering an exceptional experience for Stripe users
• Be part of building a brand new team and operational culture for Stripe

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

• You have 2 - 5 yrs of experience with social media support and/or an interest in resolving user issues through those channels (e.g., Twitter, LinkedIn, Facebook)
• You have prior experience in customer support and external user-facing operations
• You have a user-first mindset and are energized by the challenge of solving difficult problems
• You have excellent communication skills, both written and verbal
• You have a user-first mindset and are energized by the challenge of solving difficult problems, leveraging a process-oriented approach and a curiosity for technical products
• You excel in analytical thinking and problem solving
• You have a process-oriented mindset and ability to get things done
• You enjoy working in an in-office environment with strong cross-team collaboration and support