Enterprise Support Specialist

STRIPE PAYMENTS SINGAPORE PTE. LTD.; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Stripe Payments Singapore Pte. Ltd. is seeking a skilled Product Support specialist to own complex technical user issues, coordinate with Engineering and Product, and help scale our support operations.

You will use SQL and APIs to analyze data, improve processes, and drive CSAT, SLA, and contact rate metrics while creating helpful self-service docs and leading cross-functional projects.

Qualifications

• Mandarin proficiency for daily communications with users in Greater China.
• 4+ years in a customer-facing product support role.
• Proficient in SQL for data analysis and querying.
• Experience working with APIs.
• Strong problem-solving and stakeholder management skills.
• Experience in project management and process optimization.
• Willingness to work occasional weekends and holidays with compensatory time off.

Responsibilities

• Analyze and troubleshoot complex technical issues via direct user contact using SQL.
• Develop product and platform expertise with Engineering, Product, and Operations.
• Scale support processes with data-driven insights to improve efficiency and user experience.
• Lead continuous improvement initiatives to hit CSAT, Contact Rate, and SLA metrics.
• Create and refine self-service documentation to reduce reliance on support teams.
• Collaborate with Product and Engineering to improve the platform based on user feedback.
• Lead cross-functional projects to identify inefficiencies and implement long-term solutions.
• Challenge status quo and push for innovation in support strategies.

Skills

Mandarin (spoken/written)

SQL

APIs

Stakeholder management

Project management

Customer support

Data analysis

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.

What you'll do

As part of our growing, global Product Support team, you’ll be a critical driver in delivering excellent user experiences. This role goes beyond basic troubleshooting- it's about using your technical expertise, problem-solving mindset, and project management skills to strategically improve our support systems, processes, and product quality.

You’ll own complex technical user issues and coordinate with cross-functional teams, including Engineering and Product, to drive them to resolution. A deep understanding of SQL and APIs allows you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work focuses on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with our key metrics, such as Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreements (SLA).

Responsibilities

• Analyze and troubleshoot complex technical issues through direct user interaction (email, phone), utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation.
• Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
• Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
• Lead continuous improvement initiatives aimed at hitting key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance.
• Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
• Collaborate with and advocate to Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.
• Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
• Constantly challenge the status quo and push for innovation in user support strategies and operational processes.

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• Business-level proficiency in Mandarin (written and spoken) is required, as this role involves daily communications with our users in the Greater China region.
• 4+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
• Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
• Experience working with APIs.
• Excellent problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
• Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
• Experience in project management, particularly in optimizing processes, workflows, or support operations.
• Willingness to work occasional weekends and holidays (with compensatory time off).

Preferred qualifications

• Strong data analysis skills and a passion for interpreting data to improve decision-making and outcomes
• Comfortable explaining technical concepts to both technical and non-technical stakeholders
• Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues