Support Operations Associate

Stripe; New York (NY); On-site; USD 70,000 - 95,000; Full time

Job summary

Privy, a Stripe-associated developer tools company, seeks a Support Operations Associate to own internal systems and support workflows for the Developer Success team. You will triage issues across our stack, improve processes, and maintain CRM hygiene.

This role partners with Account Management, Solutions Engineers, and Sales across Privy and Stripe, with a focus on scalable operations. We value detail-oriented individuals who can execute with speed and clarity, transforming how we respond to

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.
• Familiarity with customer-support tooling, such as Pylon, Zendesk, Intercom, or Jira, and communication platforms like Slack.

Responsibilities

• Own triage and routing for inbound support tickets from both 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

Support operations

Customer experience

Technical program management

Cross-functional collaboration

CRM data management

Process improvement

Tools

Pylon

Zendesk

Intercom

Jira

Slack

Job description

Who we are

About Privy

Our mission is to make privacy and user ownership the default online. To do so, we build simple, flexible APIs and tools for developers that make it easy to build new products on crypto rails.

Privy owns the abstractions and infrastructure layer above wallets, integrating across chains, third-party providers, and Stripe products like Treasury and Link. We get to solve hard technical problems while leveraging Stripe’s distribution to reach customers like Ramp, Klarna, Deel, Kraken, Hyperliquid, and Fomo — powering experiences for both mainstream users and crypto natives.

Learn more about Privy: Privy and Stripe: Bringing crypto to everyone

What you’ll do

As a Support Operations Associate at Privy, you will own the internal systems and workflows that keep our Developer Success team efficient, responsive, and focused. You’ll serve as air traffic control for support requests – triaging issues across our support stack (Pylon, Slack, HubSpot, and more), improving internal workflows, and maintaining CRM and support-data hygiene.

You’ll partner closely with Account Management, Solutions Engineers, Forward Deployed Engineers, and Sales, while your day-to-day work will have impact across Privy, and Stripe as a whole.

This is a high-leverage operations role where attention to detail, a systems mindset, and a bias for execution will make you critical to making our customers successful.

Responsibilities

• Own triage and routing for inbound support tickets from both 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.

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• 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 escal…
• 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.

Preferred qualifications

• Experience at a developer-tools or infrastructure company, or experience working closely with engineering and product teams.
• Experience working with APIs, coding with AI, or using AI to automate tasks and operational processes.