Product Support Lead, Escalations

2 weeks ago


Dublin, Ireland Monograph Full time

Who we are
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
The Product Support team directly supports our largest and fastest growing users, partnering with them to grow their business.
We actively seek and capitalize on opportunities to meet and exceed their service expectations, working to impress the trendsetters 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.
The Escalations team exists within Product Support to help address the most escalated user issues.
This team responds to users who have sent their issue or concerns to a member of their Stripe account team or to a Stripe executive.
We own the resolution of the immediate issue at hand, as well as ensuring that the factors that led to the escalation are addressed and remediated.
Ultimately, these cases often shine a light on points of failures within Stripe, and the team has the opportunity to create transformative user experiences, while also helping edit Stripe to rectify the structural issues that resulted in the escalation in the first place.
This is a high visibility, high impact role, with the responsibility to work with execs, users and cross functional stakeholders, all while helping shape the evolution of this team.
What you'll do
We are looking for a leader who will lead a high performing team of escalations specialists to deliver exceptional user experiences.
This team goes beyond basic troubleshooting—it's about developing a team of technical expertise with analytical mindset and project management skills to strategically improve our support systems, processes, and product quality.
The leader will play a key role to cultivate the happiness of their team through clear goal setting, feedback mechanism, mentoring, and advocacy within the organization.
Responsibilities
Lead a team of expert escalations specialists, including three escalation team managers
Set clear goals and directions, and provide regular feedback on team members' performance
Ensure team members are happy, effective, and growing in their career and new work experiences
Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements
Transmit and foster our values, serving as a beacon of Stripe's user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment
Drive strong operational delivery and process improvement helping to mitigate risk while balancing operational efficiency and user impact
Maintain metrics and analysis of team performance, and provide regular reporting on team performance in the form of written analysis and performance reports
Be data-driven in your analysis of performance, and in your decision making
Guide the organization to design and deliver scalable user support by partnering effectively with cross functional stakeholders across Operations, Product, Engineering and GTM
Understand and help influence the relevant product roadmaps that will address the most frequent and/or painful escalated issues
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
15+ years of experience in Operations and/or GTM
10+ years of experience leading teams, including management of managers
Strong operational background with a proven track record of making data-driven decisions
Experience in business partnership, influencing executive decision-making, and fostering a cross-functional, team-oriented mindset
Demonstrated success as a leader and people manager, with exceptional stakeholder management skills
Experience in strategizing and driving large scale operational process improvements and program management work
Ability to operate with high agency, unblock the team, thrive in ambiguous situations, and maintain optimism about the future
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 and get into the details of front-line work, if required.
Preferred requirements
Prior experience with SQL, Tableau and APIs
Comfort with some technical troubleshooting
Familiarity with FinTech industry and products
Passion for learning new functions and features of technical products
Office and location details
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 our Bucharest, Romania site have an 80% in-office expectation, and those in Stripe Delivery Center roles in Mexico City, Mexico and Bengaluru, India 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.
Compensation
The annual salary range for this role in the primary location is €120,000 - €180,000.
This range may change if you are hired in another location.
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 specific location.
Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process.
Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant's location and can be discussed in more detail during the interview process.
Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.
Office locations
Dublin HQ
Team
Operations
Job type
Full time
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