Remote Product Support Specialist (Data-Driven)

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

Benefits offered by this job

Equity, company bonus or sales bonuses

401(k) plan

Medical, dental, and vision benefits

Wellness stipends

Job summary

Stripe is seeking a technically savvy professional for its Product Support team to own complex user issues and partner with Engineering and Product to enhance support systems and product quality.

You will analyze data with SQL, work with APIs, and drive initiatives that improve CSAT, reduce contact rate, and meet SLA targets while scaling operations and building self-service resources.

Qualifications

• 5+ years in a customer-facing product support role.
• Proficiency in SQL for data analysis and querying.
• Experience working with APIs.
• Strong problem-solving and stakeholder management skills.
• Willingness to work occasional weekends and holidays.

Responsibilities

• Analyze and troubleshoot complex technical issues via direct user contact, using SQL and APIs.
• Build product expertise with Engineering, Product, and Operations to diagnose issues.
• Scale support processes with data-driven improvements to efficiency and user experience.
• Lead initiatives to hit CSAT, contact rate, and SLA targets.
• Create and refine self-service docs to reduce reliance on support.
• Collaborate with Product and Engineering to proactively improve the platform based on user feedback.
• Lead cross-functional projects to identify and fix process inefficiencies.
• Continuously challenge status quo and push for innovative support strategies.

Skills

SQL

APIs

Customer support

Stakeholder management

Project management

Job description

Stripe is seeking a technically savvy professional for its Product Support team to own complex user issues and partner with Engineering and Product to enhance support systems and product quality.

You will analyze data with SQL, work with APIs, and drive initiatives that improve CSAT, reduce contact rate, and meet SLA targets while scaling operations and building self-service resources.