Enterprise Support Specialist

Stripe; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

Stripe is seeking a technically adept Customer Support Specialist in Singapore. You will troubleshoot complex issues using SQL and API knowledge, collaborate with Engineering, Product, and Operations to build platform expertise, and drive continuous improvement in user experience and support metrics.

You will also craft self-service resources, translate user feedback into product enhancements, and lead cross-functional initiatives to streamline processes and operations.

Qualifications

• 4+ years in customer-facing product support focused on technical troubleshooting.
• Strong SQL proficiency for data analysis and dataset interpretation.
• Hands-on experience working with APIs for integration projects.
• Stakeholder management experience influencing cross-functional teams.
• Project management experience optimizing processes, workflows, and support operations.

Responsibilities

• Troubleshoot complex technical issues using SQL and API knowledge.
• Develop platform expertise collaborating with Engineering, Product, and Operations teams.
• Optimize support processes using data-driven insights to enhance user experience.
• Drive continuous improvement in CSAT, Contact Rate, and SLA compliance metrics.
• Create documentation enabling users to resolve issues through self-service channels.
• Advocate to Product and Engineering based on user feedback for platform improvements.
• Lead cross-functional projects identifying process inefficiencies and implementing solutions.
• Challenge status quo and drive innovation in support strategies and operations.

Skills

SQL

APIs

Data analysis

Stakeholder management

Project management

Problem solving

Job description

What you'd do:

• Troubleshoot complex technical issues using SQL and API knowledge.
• Develop platform expertise collaborating with Engineering, Product, and Operations teams.
• Optimize support processes using data-driven insights to enhance user experience.
• Drive continuous improvement in CSAT, Contact Rate, and SLA compliance metrics.
• Create documentation enabling users to resolve issues through self-service channels.
• Advocate to Product and Engineering based on user feedback for platform improvements.
• Lead cross-functional projects identifying process inefficiencies and implementing solutions.
• Challenge status quo and drive innovation in support strategies and operations.

What they want:

• Business-level Mandarin proficiency (written and spoken) for daily interactions.
• 4+ years in customer-facing product support focused on technical troubleshooting.
• SQL proficiency for data analysis and dataset interpretation.
• Hands-on experience working with APIs for integration projects.
• Strong problem-solving skills to diagnose and resolve complex issues.
• Stakeholder management experience influencing cross-functional teams and driving progress.
• Project management experience optimizing processes, workflows, and support operations.
• Willing to work occasional weekends and holidays with compensatory time.

Nice to have:

• Strong data analysis skills to improve decision-making and outcomes.
• Explain technical concepts clearly to technical and non-technical stakeholders.
• Deep technical proficiency to diagnose and resolve complex user issues.
• Business-level Mandarin proficiency (written and spoken) for daily interactions.
• 4+ years in customer-facing product support focused on technical troubleshooting.
• SQL proficiency for data analysis and dataset interpretation.
• Hands-on experience working with APIs for integration projects.
• Strong problem-solving skills to diagnose and resolve complex issues.
• Stakeholder management experience influencing cross-functional teams and driving progress.
• Project management experience optimizing processes, workflows, and support operations.
• Willing to work occasional weekends and holidays with compensatory time.