Enterprise Support Specialist

Stripe, Inc.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Stripe, Inc. is seeking an experienced Product Support professional to join our global team in Singapore. You will own complex technical user issues and collaborate with Engineering, Product, and Operations to improve support systems and product quality.

You will analyze data with SQL, engage with APIs, drive operational efficiency, and contribute to scaling our support operations. The role emphasizes data-driven decisions and continuous improvement aligned with CSAT, contact rate, and SLA

Qualifications

• Mandarin proficiency is required for daily communications with users in the Greater China region.
• 4+ years of experience in a customer-facing product support role, focusing on troubleshooting technical issues.
• Proficiency in SQL for data analysis and querying.
• Experience working with APIs.
• Excellent problem-solving skills and ability to drive issues to resolution.
• Proven stakeholder management and ability to influence cross-functional teams.
• Experience in project management, optimizing processes, workflows, or support operations.
• Willingness to work occasional weekends and holidays with compensatory time off.

Responsibilities

• Analyze and troubleshoot complex technical issues through direct user interaction (email, phone), using SQL to extract data and interpret it.
• Develop product and platform expertise, working with Engineering, Product, and Operations to diagnose and resolve user issues.
• Strategically optimize and scale support processes to enhance efficiency and user experience, using data-driven insights and metrics.
• Lead continuous improvement initiatives to hit metrics like CSAT, Contact Rate, and SLA compliance.
• Create and refine self-service documentation to reduce support dependency.
• 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 the status quo and push for innovation in user support strategies and processes.

Skills

Mandarin proficiency

SQL

APIs

Troubleshooting

Problem solving

Stakeholder management

Project management

Customer-facing

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. If you meet these requirements, you are encouraged to apply. 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