Mandarin-Speaking Product Support Lead (SQL & API)

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

Job summary

Stripe is seeking a Product Support professional in Singapore to drive exceptional technical support experiences for users in the Greater China region. You will own complex issues, collaborate with Engineering and Product, and scale processes with data-driven insights to improve CSAT and SLA metrics.

The role requires strong Mandarin, SQL, and API experience, plus stakeholder management and project leadership. Occasional weekend work may be required with compensatory time off.

Qualifications

• Business-level proficiency in Mandarin (written and spoken) for daily communications with 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).

Responsibilities

• Analyze and troubleshoot complex technical issues through direct user interaction (email, phone), utilizing SQL to extract and interpret data, and leveraging 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 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 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 long-term solutions.

Skills

Mandarin proficiency

SQL for data analysis

APIs

Stakeholder management

Project management

Problem-solving

Cross-functional collaboration

Education

Bachelor’s degree or equivalent

Tools

API documentation

Job description

Stripe is seeking a Product Support professional in Singapore to drive exceptional technical support experiences for users in the Greater China region. You will own complex issues, collaborate with Engineering and Product, and scale processes with data-driven insights to improve CSAT and SLA metrics.

The role requires strong Mandarin, SQL, and API experience, plus stakeholder management and project leadership. Occasional weekend work may be required with compensatory time off.