Product Support Specialist

Monograph; Singapore; On-site; SGD 73,000 - 111,000; Full time

Job summary

A global financial services company in Singapore is seeking a Product Support Specialist to enhance user experiences. This full-time role requires 2+ years in product support, strong SQL skills, and expertise in troubleshooting technical issues. You'll collaborate with engineering and optimize support processes while managing cross-functional projects. The annual salary is between S$73,600 and S$110,400, with benefits including equity and health plans.

Benefits

Equity

Company bonuses

Health benefits

Wellness stipends

Qualifications

• 2+ years of experience in a customer-facing product support role.
• Proficient in SQL with capability to interpret datasets.
• Willingness to work occasional weekends and holidays.

Responsibilities

• Analyze and troubleshoot complex technical issues with direct user interaction.
• Develop product and platform expertise by collaborating with engineering teams.
• Lead continuous improvement initiatives focused on customer satisfaction and SLA compliance.

Skills

Proficiency in SQL for data analysis

Exceptional problem-solving skills

Experience in project management

Stakeholder management

Experience working with APIs

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 will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, analytical mindset, and project management skills to strategically improve our support systems, processes, and product quality.

You will 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 will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with Stripe's 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 and advocate 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 drive 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

• 2+ 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 API’s.
• Exceptional 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 analytical skills with 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.

Office locations

Singapore

Team

Operations

Job type

Full time

The annual salary range for this role in the primary location is S$73,600 - S$110,400. This range may change if you are hired in another location. For sales roles, the range provided is the role’s On Target Earnings (“OTE”) range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process.

Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant’s location and can be discussed in more detail during the interview process. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.