QA Team Lead — Product Support Operations

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

Job summary

Stripe is seeking a Quality Leader to own UIQ quality across multiple support verticals in Mexico City. You will lead a team of about six Quality Analysts and partner with vertical leads to raise the bar on customer outcomes.

You will analyze trends, drive rubric updates, and deliver high-level reporting while coaching for career growth, fostering psychological safety, and delivering measurable improvements across the PSO.

Qualifications

• Experience coaching or leading teams, with a track record of developing performance.
• Prior QA or quality assurance experience within product support or customer service.
• Experience mentoring others and giving constructive feedback.
• Subject matter expertise in product support or customer service operations.
• Ability to work cross-functionally across multiple teams to drive results.
• Strong analytical skills with ability to translate data into insights.
• Excellent interpersonal and written communication skills.

Responsibilities

• Own UIQ quality scores across all verticals at your site and drive teams to meet ≥90% quality.
• Serve as final escalation layer for disputes at your site with fair outcomes.
• Review quality trends per vertical and surface risks early.
• Complete case work to stay close to day-to-day realities of verticals.
• Participate in calibration sessions to drive scoring alignment.
• Lead rubric updates and contribute to the quality framework evolution.
• Drive programs that improve how quality is measured and managed across PSO.
• Deliver high-level quality reporting for all verticals to leadership.
• Provide insights back to vertical leads with concrete guidance.
• Manage and develop a team of ~6 Quality Analysts across payments, revenue, accounts, etc.
• Set clear goals and conduct structured performance reviews.
• Mentor through career development conversations and feedback.

Skills

Coaching teams

QA experience

Mentoring

Cross-functional

Analytical skills

Communication

Time management

Job description

Stripe is seeking a Quality Leader to own UIQ quality across multiple support verticals in Mexico City. You will lead a team of about six Quality Analysts and partner with vertical leads to raise the bar on customer outcomes.

You will analyze trends, drive rubric updates, and deliver high-level reporting while coaching for career growth, fostering psychological safety, and delivering measurable improvements across the PSO.