Social Media Support & Ops Associate

Monograph; Ciudad de México; Presencial; MXN 180.000 - 260.000; Jornada completa

Descripción de la vacante

Stripe in Mexico City is seeking an Ops Associate to join our in-office team. The role will involve handling social media-based customer support and external user-facing operations, with a focus on process-driven problem solving and cross-team collaboration.

You will engage in mid-complexity workflows, help escalate high-stakes issues, and contribute to building a new, efficient operations culture. We value a user-first mindset, strong communication, and the ability to thrive in a fast-moving

Formación

• Experience with social media support or resolving user issues through those channels (e.g., Twitter, LinkedIn, Facebook).
• Prior experience in customer support and external user-facing operations.
• Excellent communication skills, both written and verbal.
• Strong analytical thinking and problem solving.
• Process-oriented mindset and ability to get things done.
• Enjoy working in an in-office environment with strong cross-team collaboration and support.
• Willing to work a weekend day with a weekday off in lieu; daytime shifts 6am–10pm in CDMX.

Responsabilidades

• Deliver exceptional Stripe experience by resolving issues across social media platforms.
• Help resolve issues escalated via social media, including technical questions, and prevent recurrence.
• Partner with internal teams (e.g., Comms, Incident Ops, Risk) as escalation point for high-stakes issues; initiate incident reports with a user-first mindset.
• Coordinate executive escalations from Stripe's leaders with other teams.
• Contribute to and manage programs focused on improving the Stripe user experience.
• Identify operational gaps and drive continuous improvements for global scale while maintaining user experience.
• Be part of building a new team and operational culture for Stripe.

Conocimientos

Social media support

Customer support

Communication skills

Analytical thinking

Process-oriented

Cross-team collaboration

In-office work

Sprinklr

Herramientas

Sprinklr

Descripción del empleo

Stripe in Mexico City is seeking an Ops Associate to join our in-office team. The role will involve handling social media-based customer support and external user-facing operations, with a focus on process-driven problem solving and cross-team collaboration.

You will engage in mid-complexity workflows, help escalate high-stakes issues, and contribute to building a new, efficient operations culture. We value a user-first mindset, strong communication, and the ability to thrive in a fast-moving