Stripe is a financial services platform that helps all types of businesses accept payments, build flexible billing models, and manage money movement. Backed by General Catalyst, Khosla and Kleiner Perkins.
About the role
We are looking for a strategic leader to continue to build and lead Critical Support as Stripe’s ultimate. You will own the strategy, operating model, and cross-functional partnerships that enable Stripe to resolve the most severe and consequential user issues with urgency, judgment, and lasting impact on Stripe’s product and processes. You will equally wear a strategic and operational hat. You will lead a high performing team of escalations specialists to deliver exceptional user experiences. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- At least 8+ years of direct people management experience, including senior front line specialists and/or managers and supported them to career growth and transitions
- Experience leading operational teams such as product support teams (preferably in high-growth technology companies)
- Experience in strategizing and driving large scale operational process improvements and program management work
- Solid experience in stakeholder management, with the ability to influence cross-functional teams and drive progress for the team and users
- Strong analytical sense and 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 and get into the details of front-line work if required
More about this role
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.
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 Critical Support 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,...
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