Global Product Support Leader

STRIPE PAYMENTS SINGAPORE PTE. LTD.; Singapore; On-site; SGD 90,000 - 160,000; Full time

Job summary

Stripe Payments Singapore Pte. Ltd. seeks a leader to head our Product Support team, overseeing global markets and delivering local, trusted support. The manager will guide a high-performing group, mentor staff, and drive performance through clear goals and regular feedback.

The role emphasizes transforming operations through metrics, reporting, and alignment with product and sales teams, advancing Stripe's user-centric culture.

Qualifications

• 3+ years of direct people management experience.
• Experience leading operational teams such as product support teams (preferably in high-growth technology companies).
• Excellent written and verbal communication skills.
• A strong operational background and a track-record of making data-driven decisions.
• Skill and credibility doing the core work of a user-facing team with a high bar for quality and a willingness to lead by example.
• An ability to execute on and deliver complex operational projects involving multiple stakeholders. Experience collaborating with product and sales teams.
• Experience with supporting the Japan and Greater China market (preferred).
• Prior experience with SQL, Tableau and APIs (preferred).
• Comfort with some technical troubleshooting (preferred).
• Familiarity with FinTech industry and products (preferred).
• Passion for learning new functions and features of technical products (preferred).
• Experience leveraging root-cause analyses to make data-driven decisions (preferred).

Responsibilities

• Guide the organization to design and deliver incredible user support.
• Ensure team members are happy, effective, and growing in their career and new work experiences.
• Set clear goals and directions, and provide regular feedback on team members' performance.
• Maintain metrics and analysis of team performance, and provide regular reporting on team performance in the form of written analysis and performance reports.
• Transmit and foster our values, serving as a beacon of Stripe's user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment.
• Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements.

Skills

People management

Operations leadership

Data-driven decision making

Cross-functional collaboration

Strategic planning

Communication skills

Tools

SQL

Tableau

APIs

Job description

Stripe Payments Singapore Pte. Ltd. seeks a leader to head our Product Support team, overseeing global markets and delivering local, trusted support. The manager will guide a high-performing group, mentor staff, and drive performance through clear goals and regular feedback.

The role emphasizes transforming operations through metrics, reporting, and alignment with product and sales teams, advancing Stripe's user-centric culture.