Product Support - Bridge

Stripe; San Francisco (CA); In loco; USD 127.000 - 191.000; Tempo pieno

Vantaggi offerti da questo lavoro

Equity

401(k) plan

Medical, dental, and vision benefits

Wellness stipend

Descrizione del lavoro

Stripe in San Francisco is seeking a Product Support specialist to own complex technical user issues and drive cross-functional collaboration with Engineering and Product. You will scale support operations and improve product quality through data-informed decisions.

Proficiency in SQL and APIs, strong problem-solving, and experience with stakeholder management are essential as you create self-service documents and lead initiatives to boost CSAT and reduce resolution times.

Competenze

• 5+ years in a customer-facing product support role.
• Proficiency in SQL for data analysis.
• Experience working with APIs.
• Strong problem-solving and cross-functional collaboration.

Mansioni

• Analyze and troubleshoot complex technical issues through direct user interaction, using SQL and API documentation.
• Develop platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
• Scale support processes to enhance efficiency and improve the overall user experience.
• Lead continuous improvement initiatives to achieve CSAT, Contact Rate, and SLA targets.
• Create and refine documentation to empower users to resolve issues via self-service.
• Partner with Product and Engineering to advocate for platform improvements based on user feedback.
• Lead cross-functional projects identifying inefficiencies and driving long-term solutions.
• Drive innovation in user support strategies and operational processes.

Conoscenze

SQL

APIs

Customer-facing support

Data analysis

Stakeholder management

Project management

Descrizione del lavoro

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.

Who we are

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.

About The Team

We're creating an entirely new payments platform, built with stablecoins, to simplify global money movement. Bridge enables faster, cheaper payments and borderless access to dollars via stablecoins. Through our APIs, businesses can send and receive funds across borders faster and cheaper than SWIFT and other fiat-only rails. Our virtual accounts enable international consumers and businesses to easily access, store, and spend US dollars. Our payouts infrastructure enables platforms to disburse USD to anyone globally. We believe many trillions of dollars will move and settle through stablecoin payment rails. Bridge is pulling this future forward.

We have a small team of people who have previously built financial infrastructure at some of the world's leading companies (Coinbase, Stripe, Square, Brex, Upstart, DoorDash, Airbnb), and each and every one of them chose Bridge because they fundamentally believe that stablecoins will be a critical piece of financial infrastructure that improves global money movement.

What you'll do

As part of our growing Product Support team, you will be a critical driver in delivering outstanding user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, diagnostic mindset, and project management skills to 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 driving continuous improvements.

Responsibilities

• Analyze and troubleshoot complex technical issues through direct user interaction, using SQL to extract and interpret data alongside API documentation.
• Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
• 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 achieving key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and service-level compliance.
• Create and refine documentation to empower users to resolve issues through self-service, reducing dependency on support teams.
• Partner with Product and Engineering to advocate for platform improvements based on user feedback and ensure long-term product reliability.
• Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
• Challenge the status quo and drive 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

• 5+ 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.
• Strong problem-solving skills, with the ability to diagnose complex issues and drive 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.

Preferred Qualifications

• Strong data analysis skills, with a passion for interpreting data to improve decision-making.
• Ability to explain technical concepts to both technical and non-technical stakeholders.
• Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.

In-office expectations

Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

Pay and benefits

The annual US base salary range for this role is $127,400 - $191,200. 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 location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

We look forward to hearing from you.

At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.