Social Media Support Specialist — Elevate Customer Experience

Stripe; Ciudad de México; On-site; MXN 260,000 - 420,000; Full time

Job summary

Stripe's Mexico City office serves as a vibrant hub for global support and operations, handling millions of cases yearly and collaborating across Comms, Incident Ops, Risk, and product teams. The Ops Associate role is highly operational, aligned with internal/external workflows of medium complexity, with access to Stripe systems.

You’ll join a mission-driven team, work with cross-functional partners, and help scale global operations while maintaining a user-first approach.

Qualifications

• Experience with social media support or interest in resolving issues via social channels.
• Experience in customer support and external user-facing operations.
• User-first mindset and process-oriented problem solving.
• Excellent written and verbal communication skills.
• Strong analytical thinking and ability to solve problems.
• Process-oriented mindset and ability to get things done.
• Enjoy working in an in-office environment with cross-team collaboration.
• Able to prioritize in a fast-moving environment.
• Willing to work a weekend day with a weekday off in lieu.

Responsibilities

• Deliver exceptional Stripe experience by efficiently and accurately resolving issues across social media platforms.
• Help resolve issues escalated via social media, including technical product questions.
• Partner with internal teams across Stripe, serving as escalation point and initiating 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 process gaps and initiate continuous improvements to scale globally.
• Be part of building a brand-new team and operational culture for Stripe.

Skills

Social media support

Customer support

Communication skills

Analytical thinking

Process-oriented

Cross-team collaboration

Fast-paced environment

Weekend work availability

In-office collaboration

Tools

Sprinklr

Job description

Stripe's Mexico City office serves as a vibrant hub for global support and operations, handling millions of cases yearly and collaborating across Comms, Incident Ops, Risk, and product teams. The Ops Associate role is highly operational, aligned with internal/external workflows of medium complexity, with access to Stripe systems.

You’ll join a mission-driven team, work with cross-functional partners, and help scale global operations while maintaining a user-first approach.