Sr Customer Support Associate - Product Support Operations (CDMX)

Stripe; Ciudad de México; On-site; MXN 279,000 - 469,000; Full time

Job summary

Stripe, Inc. Mexico City is seeking a customer-focused professional to troubleshoot external user issues and provide clear resolutions in English. You will analyze workflows, propose process improvements, and collaborate with global teams to enhance product offerings and user experience.

The role offers the opportunity to help scale Stripe's support operations, participate in building a new team, and contribute to a fast-paced, collaborative office culture in Mexico City.

Qualifications

• Customer-facing mindset with problem-solving drive.
• Strong written and verbal communication skills.
• Business proficiency in English (written and spoken).
• Analytical thinking and problem-solving abilities.
• Organized, self-starting, and process-oriented.
• Willing to collaborate across teams in a fast-paced office environment.

Responsibilities

• Troubleshoot and solve external user issues.
• Communicate resolutions to end users in English.
• Analyze processes and drive changes to scale operations and improve user experience.
• Work closely with other Stripe teams to improve products and messaging on new features.
• Gain insights into how thousands of Stripe customers scale their businesses.
• Help build a brand-new team and operational culture for Stripe.
• Partner with global operations specialists to run critical workflows.

Skills

User-first mindset

Communication skills

English proficiency

Analytical thinking

Organized and self-starter

Process-oriented

Cross-team collaboration

Fast-paced environment

Job description

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

At Stripe, our Mexico City office is a vibrant hub at the forefront of our mission to reshape the financial landscape for businesses worldwide. Our team prioritizes collaboration, innovation, and excellence. As a member of the Mexico City team, you'll be part of a mission-driven community dedicated to enhancing the global economy and increasing the GDP of the internet. We strive for excellence by creating with craft and beauty, while having fun and celebrating our successes together.

We cultivate a culture of collaboration, inclusivity and support where every team member’s voice matters. Our commitment shines through as we handle over a million support cases each year, empowering our users not just to solve problems but to achieve their goals.

What you’ll do

Responsibilities

• Troubleshoot and solve external user issues
• Communicate resolutions to end users in English
• Analyze our processes and instigate changes to help scale our operations and improve user experience
• Work closely with other Stripe teams to improve our product offerings and messaging around new products and features
• Gain unique insights into how thousands of businesses on Stripe scale and operate
• Have an opportunity to learn how Stripe operates from ground up and make a real impact on the future organization
• Be a part of building a brand new team and operational culture for Stripe
• Partner with global operations specialists or business process owners to run a critical workflow

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• You have a user first mindset and are energized by the challenge of solving difficult problems
• You have excellent communication skills, both written and verbal
• You have business proficiency in written and spoken English
• You excel in analytical thinking and problem solving
• You might have prior experience in customer service or internal/external user facing operations
• You enjoy learning about technical products and processes, you are an organized, self-starter with passion for finding solutions to user’s challenges
• You have a process-oriented mindset and ability to get things done
• You enjoy working in an in-office environment with strong cross team collaboration and support
• You are able to prioritize and enjoy working in a quick-moving environment
• You are humble and have a proven track record for working well across teams and with external partners
• You're willing to periodically work a weekend day for which you will receive a weekday off; the SDC operates during daytime hours with shifts from the morning through early evening

Preferred Qualifications

• Prior experience or knowledge in user support
• Prior experience working on projects or process improvement initiatives
• Familiarity with SQL and ability to use template or premade SQL queries as part of investigations

Applicants are personally responsible for obtaining and maintaining the right to work in Mexico.