Developer Success Support Ops Lead

Stripe; Northern, New York (KY, NY); Hybrid; USD 52,000 - 78,000; Full time

Job summary

Privy, a Stripe company, is seeking a Support Operations Associate to own internal systems and workflows for the Developer Success team. You will triage, route, and track tickets across our stack (Pylon, Slack, HubSpot, and more) to keep customers and developers moving.

Collaborating with Sales, Engineering, and Product, you will build scalable processes, runbooks, and data hygiene practices that improve response times and fix root causes, enabling Privy customers to succeed.

Qualifications

• 1–3 years of experience in support operations, customer experience, technical program management, or a related operational role.
• Highly organized and process-driven, with strong attention to detail and a bias toward action and ownership.
• Strong intuition for customer sentiment and urgency, with sound judgment about how to prioritize and escalate.
• Familiarity with customer-support tooling, such as Pylon, Zendesk, Intercom, or Jira, and communication platforms like Slack.
• Comfort working across systems and maintaining high-quality CRM data in tools such as HubSpot or Salesforce.
• Strong written and verbal communication skills, especially for issue tracking, coordination, and process documentation.
• A systems mindset and enthusiasm for building internal processes that scale with the business.

Responsibilities

• Own triage and routing for inbound support tickets from Privy developers and end users of Privy applications, ensuring issues are assigned, tracked, and resolved promptly and efficiently across the Developer Success team.
• Maintain data hygiene, consistency, and accuracy across our support stack, including Pylon, Slack, HubSpot, and other systems.
• Partner with cross-functional teams—including Sales, Engineering, and Product to continuously improve the quality and efficiency of support processes.
• Create and maintain internal runbooks for ticket triage, escalations, and engineering-support handoffs.
• Identify operational gaps and implement scalable workflows that help the team respond to customers more effectively.

Skills

Organized and process-driven

Customer communication

Systems mindset

Attention to detail

Ownership / bias toward action

Tools

Pylon

Zendesk

Intercom

Jira

HubSpot

Salesforce

Job description

Privy, a Stripe company, is seeking a Support Operations Associate to own internal systems and workflows for the Developer Success team. You will triage, route, and track tickets across our stack (Pylon, Slack, HubSpot, and more) to keep customers and developers moving.

Collaborating with Sales, Engineering, and Product, you will build scalable processes, runbooks, and data hygiene practices that improve response times and fix root causes, enabling Privy customers to succeed.