Enterprise Support Specialist

4 weeks ago

Dublin, Ireland Monograph Full time

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 a part of the Enterprise Support Team, you’ll spend most of your time interacting directly with our users and ensuring that they have a stellar Stripe experience.

What you’ll do

- Troubleshooting complex user issues and communicating with Stripe’s highest value users, providing a best-in-class support experience, by email.
- Own and manage business critical escalations and incidents.
- Become the expert in all Stripe products, deeply understanding our processes and workflows in order to resolve user issues.
- Manage a small portfolio of users, to whom you’ll be directly accountable for analyzing and improving their support experience, providing contextual insight regarding users’ experience with support to account team stakeholders.
- Work with Engineering and other Operations teams to diagnose and solve technical user problems.
- Develop relationships with users and identify opportunities to improve support and overall experience with Stripe.
- Analyze and optimize our support documentation and processes to improve our users’ experiences and help scale our operations.

Responsibilities

Casework

- Troubleshooting complex user issues and communicating with Stripe’s highest value users, providing a best-in-class support experience, by email and occasionally by call.
- Become the expert in all Stripe products & how our largest users use them with their unique integrations, in order to comprehensively resolve user issues with context-aware support.

On-call

- Own & manage business critical escalations and incidents from start to finish.
- Iterate & improve service delivery for business critical escalations in order to delight our largest users who value quick resolution and proactive communication to any outages.

Support Partner/Projects

- Manage a small portfolio of 1-2 users, to whom you’ll be directly accountable for analyzing and improving their support experience, providing contextual insight regarding users’ experience with support to account team stakeholders. These users are either new to Enterprise support or are heavy users of support.
- Analyze and optimize our support documentation and processes to improve our users’ experiences and help scale our operations.
- Identify and lead initiatives across our 5 pillars (Prevention, Availability, Effectiveness, Satisfaction, Effortlessness) to enable the team to provide a best-in-class support experience to our largest users at scale.

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

- Prior experience with or exposure to SQL, Tableau, Hubble and APIs.
- Embodies an empathetic, user-first mindset and embodies Stripe’s operating principles.
- Has exposure to or experience with managing relationships with large, exceptionally complex/senior level stakeholders.
- Exhibits an investigative mindset, strategic thinking, high attention to detail, and cross-functional coordination skills.
- Can demonstrate technical aptitude, having experience with data analysis or use of technical tools to troubleshoot user issues.
- Has demonstrated ability to problem solve with minimal guidance in a rapidly changing environment.
- Has exceptional written, verbal, and presentation-based communication skills and the ability to translate complex solutions to users simply and clearly.
- Will work willingly at least two weekend days per quarter, and two holiday days per year - you’ll receive a weekday off of your choosing the week following a weekend shift.

Preferred qualifications

- Some background experience in account management, customer experience, program management or project management.
- Comfortability learning new functions and features of technical products.
- Experience leveraging root-cause analyses to make data driven decisions.

Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

The annual salary range for this role in the primary location is €58,400 - €87,600. 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

Apply for this role

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