Product Support Lead: SQL, API & Data-Driven Impact

Stripe

United States

Hybrid

USD 116,000 - 174,000

Full time

4 days ago

Be an early applicant

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Equity

401(k)

Medical, dental, and vision benefits

Wellness stipends

Bonus or commissions

Job summary

Stripe is seeking a Product Support professional to join its global team, delivering advanced technical assistance for complex customer issues. You will own escalations, work with Engineering, Product, and Operations, and apply your SQL and API knowledge to analyze data and drive improvements.

This role focuses on scaling support, enhancing user experiences, and improving CSAT, SLA, and other metrics through data-driven processes.

Qualifications

5+ years in a customer-facing product support role with technical troubleshooting.
Proficiency in SQL for data analysis and querying.
Experience working with APIs.
Excellent problem-solving and cross-functional collaboration skills.
Strong stakeholder management and project management experience.

Responsibilities

Analyze and troubleshoot complex technical issues via direct user interaction (email, phone).
Develop product and platform expertise with Engineering, Product, and Operations teams.
Strategically optimize and scale support processes using data-driven insights.
Lead continuous improvement initiatives to hit CSAT, Contact Rate, and SLA goals.
Create and refine self-service documentation to reduce support dependencies.
Collaborate with Product and Engineering to inform platform improvements based on user feedback.
Lead cross-functional projects to identify inefficiencies and implement long-term solutions.
Challenge status quo and drive innovation in support strategies.