Team Lead, Managed Support - Coach & Elevate Ops Performance

Stripe; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Stripe is a financial infrastructure platform for businesses. The Managed Support team enables platforms using Stripe Issuing and Treasury to provide high-quality support to their cardholders and account holders without building the full operation themselves.

The team delivers branded and specialized support across areas such as account access, card management, transactions, fraud, disputes, and complaints, while owning the operational readiness and ongoing performance of each program.

Qualifications

• 5+ years experience leading operations teams as a team lead.
• Excellent interpersonal and communications skills.
• Proven ability to collaborate effectively with multiple, cross-functional stakeholders to achieve results.
• Previous experience mentoring others and able to provide constructive feedback.
• Ability to motivate the team in a structured process.
• Proven ability to be subject matter experts in the relevant line of business.
• Prior experience in customer service or internal/external user-facing operations.

Responsibilities

• Guide the team in troubleshooting and resolving external user issues.
• Own operational performance, setting clear goals and driving delivery against KPIs.
• Manage capacity, scheduling, workload allocation, and day-to-day priorities.
• Ensure team members have the skills, tools, and resources needed to succeed.
• Identify and implement process improvements that increase productivity and user experience.
• Foster a culture of continuous improvement by refining team processes.
• Coach and mentor team members through structured career development conversations and reviews.
• Build an engaged, motivated, inclusive, and welcoming team environment.
• Support recruitment and hiring initiatives.

Skills

Leadership

Communication

Project planning

Cross-functional collab

Mentoring

Customer service

Job description

Stripe is a financial infrastructure platform for businesses. The Managed Support team enables platforms using Stripe Issuing and Treasury to provide high-quality support to their cardholders and account holders without building the full operation themselves.

The team delivers branded and specialized support across areas such as account access, card management, transactions, fraud, disputes, and complaints, while owning the operational readiness and ongoing performance of each program.