Social Media, Customer Support Associate

What you’ll do

Stripe is launching Stripe Delivery Centers - a brand new global team to design, implement and grow Stripe’s operations for the next decade. We are looking for dynamic and curious people that have a passion for solving global user issues, building operations, drive process improvement and want to play a front-line role in building this new operational capability for Stripe and accelerating Stripe’s growth. If you like challenging, scaled problems and are an amazing teammate, we want to hear from you!

Responsibilities

• Deliver exceptional Stripe experience by efficiently and accurately resolving issues across social media platforms (e.g., X, Linkedin, Facebook, and others)

• Help resolve issues that are escalated via social media, including technical product questions, and work to prevent those issues from happening again.

• Partner with internal teams across Stripe (e.g., Comms, Incident Ops, Risk), serving as the ultimate escalation point for high-stakes user issues and proactively initiating incident reports with a user-first mindset.

• Coordinate executive escalations from Stripe’s leaders with other teams

• Contribute and manage new programs focused on improving the Stripe user experience

• Identify operational process gaps and initiate continuous improvements to accelerate global scale while delivering an exceptional experience for Stripe users.

• Be part of building a brand new team and operational culture for Stripe

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

• You have 2 - 5 yrs of experience with social media support and/or an interest in resolving user issues through those channels (eg. Twitter, Linkedin, Facebook)

• You have prior experience in customer support and external user facing operations.

• You have a user first mindset and are energized by the challenge of solving difficult problems

• You have excellent communication skills, both written and verbally

• You have a user first mindset and are energized by the challenge of solving difficult problems, leveraging a process-oriented approach and a curiosity for technical products.

• You excel in analytical thinking and problem solving

• You have a process-oriented mindset and ability to get things done

• You enjoy working in an in-office environment with strong cross team collaboration and support

• You are able to prioritize and enjoy working in a quick-moving environment

• You are humble and have a proven track record for working well across teams and with external partners

• You’re willing to work a weekend day for which you will receive a weekday off in lieu; the SDC operates during daytime hours in 9 hour shifts (including 1 hour paid lunch break) scheduled to fall between the hours of 6am and 10pm.

Preferred qualifications

• Prior experience or knowledge in user support

• Prior experience working on projects or process improvement initiatives