Stripe is hiring a

Team Lead, Product Support

Mexico City, Mexico

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.

About the team

As Stripe’s user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Stripe Delivery Center (SDC) strategy will provide operational leverage and expand Stripe’s portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. We strive to deliver frictionless experiences for all of our users, whether they are an Independent Business, Startup, SMB, or Enterprise and our mission is to provide all Stripe Users with the best support experience possible.

What you’ll do

In this role, you will act in a player-coach capacity and will be accountable for supporting 7 Operations Associates. This team is responsible for resolving our users’ most challenging and impactful issues, providing exceptional user experience, and contributing to the overall user satisfaction.

To be a fit, you will have a coaching mindset, proven ability to communicate at different levels, a track record of driving operational performance, possess a deep expertise in customer service, and a passion for inspiring a team to deliver an incredible user experience.

Responsibilities

  • Guide your team in troubleshooting and solving external user issues
  • Ongoing management of the operational performance of your team to deliver KPIs
  • Help scale our operations and improve user experience by identifying process improvements
  • Manage capacity and scheduling, dividing and assigning work between team members
  • Ensure your team has all the skills and resources needed to be successful in their role
  • Set clear goals and expectations for individual and team performance
  • Foster a culture of continuous improvement to refine team processes and procedures
  • Support recruitment and hiring initiatives
  • Coach and mentor individuals to meet career via structured career development conversations
  • Provide continuous performance feedback and facilitate periodic formal performance reviews
  • Drive and own initiatives that make the team a warm and welcoming place to work
  • Keep the team engaged and motivated towards their work

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

  • Experience coaching/leading Customer Service teams and managing performance
  • Experience mentoring others and are able to constructively provide feedback to others
  • Experience in delivering weekly and monthly business metrics and reporting
  • Proven ability to be a subject matter expert in Customer Service 
  • Ability to work cross functionally to deliver best results and promote partnership
  • Excellent written and verbal communication skills in both English and Spanish
  • Exemplary planning and time management skills

Preferred qualifications

  • Experience in new process launch and continuous improvement

 

Apply for this job

Please mention you found this job on AI Jobs. It helps us get more startups to hire on our site. Thanks and good luck!

Get hired quicker

Be the first to apply. Receive an email whenever similar jobs are posted.

Ace your job interview

Understand the required skills and qualifications, anticipate the questions you may be asked, and study well-prepared answers using our sample responses.

Customer Service Q&A's
Report this job
Apply for this job