Enterprise Support Manager

Who we are

About Stripe

Stripe’s infrastructure and suite of APIs powers hundreds of thousands of businesses—from startups to Fortune 500s—in almost every country around the world. From developers and product managers to founders and CFOs, a broad audience interacts with Stripe’s products and uses them to start, run, and scale their companies.

The Enterprise Support team directly supports our largest and fastest growing users, partnering with them to solve their  issues. We actively seek and capitalize on opportunities to meet and exceed their service expectations and  remove obstacles from their path. The team is there when users need us but also there proactively - before they even realize they need support.

We are  looking for a leader to help build, expand and grow the Enterprise Support team as part of Product Support value add to the largest Stripe users.  The manager will lead a high performing team motivated by improving the lives of Stripe’s user base. They cultivate the happiness of their teams while guiding them through feedback, mentoring, and advocacy within the organization. This means helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals. 

About the team

You'll be part coach, part diplomat, part entrepreneur - 100% committed to building and sustaining trust with users and your team.

What you’ll do

Responsibilities

• Guide the organization to design and deliver incredible user experiences.
• Ensure team members are happy, effective, and growing in their career and new work experiences.
• Set clear goals and directions, and provide regular feedback on team members’ performance.
• Maintain metrics and analysis of team performance, and provide regular reporting on team performance in the form of written analysis and performance reports.
• Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment.
• Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements.

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

• At least 4+ years of direct people management experience.
• Experience leading operational teams such as enterprise support teams (preferably in high-growth technology companies).
• Proficiency in data analysis and insights (SQL, dashboards) 
• Excellent written and verbal communication skills. 
• Strong operational background and a track-record of making data driven decisions.
• Skill and credibility doing the core work of a user facing team with a high bar for quality, and a willingness to lead by example.
• An ability to execute on and deliver complex operational projects involving multiple stakeholders.