Lead, Managed Support Operations

Stripe; Ciudad de México; On-site; MXN 900,000 - 1,400,000; Full time

Job summary

Stripe is seeking a Senior Operations Team Lead for the Managed Support team in Mexico City. You will oversee up to 10 Operations Associates, driving performance, coaching, and day-to-day planning to deliver high-quality support for cardholders and account holders.

You will partner with Product, Engineering, Sales, and platform teams to improve processes, set clear KPIs, and foster a culture of continuous improvement.

Qualifications

• 5+ years experience leading operations teams as a team lead.
• Excellent interpersonal and communications skills.
• Exemplary planning and time management skills.
• Proven ability to collaborate effectively with multiple, cross-functional stakeholders to achieve results.
• Previous experience mentoring others and able to provide constructive feedback.
• Ability to motivate the team and keep them engaged in a structured process.
• Proven ability to be subject matter experts in the relevant line of business.
• Prior experience in customer service or internal/external user-facing operations.

Responsibilities

• Guide the team in troubleshooting and resolving external user issues.
• Own operational performance, setting clear goals and driving delivery against individual and team KPIs.
• Manage capacity, scheduling, workload allocation, and day-to-day priorities.
• Ensure team members have the skills, tools, and resources needed to succeed.
• Identify and implement process improvements that increase productivity, reduce manual effort, and improve the user experience.
• Foster a culture of continuous improvement by refining team processes and procedures.
• Coach and mentor team members through structured career development conversations, continuous feedback, and formal performance reviews.
• Build an engaged, motivated, inclusive, and welcoming team environment.
• Support recruitment and hiring initiatives.

Skills

Leadership

Interpersonal communication

Planning & time management

Cross-functional collaboration

Coaching & mentoring

Job description

Stripe is seeking a Senior Operations Team Lead for the Managed Support team in Mexico City. You will oversee up to 10 Operations Associates, driving performance, coaching, and day-to-day planning to deliver high-quality support for cardholders and account holders.

You will partner with Product, Engineering, Sales, and platform teams to improve processes, set clear KPIs, and foster a culture of continuous improvement.