Product Support Quality Lead

Stripe, Inc.; Ciudad de México; On-site; MXN 600,000 - 900,000; Full time

Job summary

Stripe is seeking a Quality Assurance Lead for the Product Support Operations team in Mexico City. You will own quality outcomes across multiple support verticals and lead a team of roughly six Quality Analysts to uphold top standards for Stripe users.

You will translate data into action, coach peers, and partner with vertical leads to evolve the quality program, calibrate scoring, and drive cross-functional improvement across the site.

Qualifications

• Experience coaching or leading QA teams in a product support or customer service org.
• Proven QA/quality assurance expertise within a support environment.
• Mentoring others and delivering constructive feedback.
• Subject matter expertise in product support or customer service operations.
• Ability to work cross-functionally to drive results.

Responsibilities

• Own UIQ quality scores across all verticals and drive teams to meet a 90% quality score.
• Serve as final escalation layer for disputes at site.
• Review quality trends and surface risks.
• Perform case work to stay close to day-to-day realities of verticals.
• Lead calibration sessions across verticals for scoring consistency.
• Lead rubric updates and quality framework evolution.
• Drive quality program initiatives and improve measurement across PSO.
• Deliver high-level quality reporting for all verticals.
• Provide insights to vertical leads for operational guidance.
• Manage and develop a team of ~6 Quality Analysts across multiple verticals.
• Set clear goals and conduct performance reviews.
• Coach team members and oversee career development conversations.
• Provide continuous feedback and formal reviews.
• Foster a culture of continuous improvement and psychological safety.

Skills

Team leadership

QA experience

Mentoring others

Product support knowledge

Cross-functional collaboration

Analytical skills

Interpersonal & written communication

Planning & time management

Job description

Stripe is seeking a Quality Assurance Lead for the Product Support Operations team in Mexico City. You will own quality outcomes across multiple support verticals and lead a team of roughly six Quality Analysts to uphold top standards for Stripe users.

You will translate data into action, coach peers, and partner with vertical leads to evolve the quality program, calibrate scoring, and drive cross-functional improvement across the site.