Support Operations, Privy

Stripe; New York (NY); On-site; USD 97,000 - 146,000; Full time

Benefits offered by this job

Equity

Bonus or sales commissions/bonuses

401(k) plan

Medical, dental, and vision benefits

Wellness stipends

Job summary

Privy is seeking a Support Operations Associate to own internal systems and workflows that enable the Developer Success team to be efficient, responsive, and focused. You will triage issues across our support stack, improve internal workflows, and maintain CRM and support-data hygiene.

You’ll collaborate with Account Management, Solutions Engineers, Forward Deployed Engineers, and Sales, impacting Privy and Stripe as a whole.

Qualifications

• 1–3 years in support operations or related operational roles.
• Highly organized and process-driven, with attention to detail and bias toward action.
• Strong written and verbal communication; capable of documenting processes clearly.

Responsibilities

• Own triage and routing for inbound Privy developer and user support tickets.
• Maintain data hygiene and accuracy across the support stack and CRM.
• Partner with Sales, Engineering, and Product to improve support processes.
• Create and maintain internal runbooks for ticket triage and escalations.
• Identify gaps and implement scalable workflows for better customer response.

Tools

Pylon

Zendesk

Intercom

Jira

Slack

HubSpot

Salesforce

Job description

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.

Who we are

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. If you meet these requirements, you are encouraged to apply. 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 evolve issues.
• 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.

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 $97,300 - $145,900. 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.