Product Support Specialist

Stripe; United States; Hybrid; USD 116,000 - 174,000; Full time

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.

Skills

Customer support

Problem solving

Stakeholder management

Project management

Communication

Tools

SQL

APIs

Job description

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

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 take ownership of complex, technical user issues and work across teams, including Engineering and Product, to resolve them. 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 (SOKRs) 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 driving 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 following requirements to succeed in this role:

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
• 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.
• Comfort 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.

Hybrid work at Stripe

This role is available either in an office or a remote location (35+ miles or 56+ km from a Stripe office).

In-office expectations

Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

Working remotely at Stripe

A remote location is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet‑ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently live or plan to live.

Pay and benefits

The annual US base salary range for this role is $115,800 - $173,800. 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.