Enterprise Support Specialist

About Stripe

Stripe is a financial infrastructure platform serving a wide range of companies from global enterprises to startups. Our mission is to increase the GDP of the internet by enabling businesses to accept payments, grow revenue, and seize new business opportunities worldwide.

Role Overview

As a member of Stripe's expanding global Product Support team, you will play an essential role in delivering outstanding user experiences. Beyond basic troubleshooting, this position requires leveraging your technical knowledge, analytical abilities, and project management capabilities to enhance support processes, systems, and product quality.

Key Responsibilities

• Diagnose and resolve sophisticated technical issues directly through communication channels such as email and phone by utilizing SQL for data-driven analysis and your understanding of API documentation.
• Develop deep product knowledge by collaborating closely with Engineering, Product, and Operations teams to address user concerns effectively.
• Strategically optimize and scale support workflows to boost efficiency and improve overall user satisfaction using data insights and performance metrics.
• Lead initiatives for continuous improvement focused on achieving targets related to Consumer Satisfaction (CSAT), Contact Rate, and adherence to Service Level Agreements (SLA).
• Create and update documentation that promotes user self-service, reducing reliance on direct support.
• Work alongside Product and Engineering teams to champion user feedback, driving platform enhancements for long-term reliability.
• Manage cross-functional projects aimed at uncovering inefficiencies and implementing sustainable process improvements.
• Challenge existing support methodologies and innovate approaches to user assistance and operational practices.

Minimum Qualifications

• Fluent business-level Mandarin communication skills (both written and spoken) to interact daily with users from the Greater China region.
• At least 4 years of experience in customer-facing product support focusing on technical issue resolution.
• Proficiency in querying and interpreting data using SQL.
• Experience handling APIs and related technical environments.
• Strong problem-solving skills with a track record of successfully resolving complex issues.
• Proven ability to manage stakeholders and influence teams across functions to drive outcomes.
• Project management experience with a focus on refining processes, workflows, or support operations.
• Availability to work some weekends and holidays, with compensation through time off.

Preferred Qualifications

• Advanced data analysis skills with enthusiasm for using data to improve decisions and results.
• Ability to clearly explain technical concepts to both technical and non-technical audiences.
• Comfort and expertise in technical settings, capable of diagnosing and resolving complex user problems.

Workplace Expectations

Employees generally are expected to spend at least 50% of their working time physically present in the local office or with users monthly, though requirements may vary by role and location. Some teams have higher in-office attendance needs, which will be clarified by hiring managers.

Compensation and Benefits

The salary range for this position based in Singapore is SGD 73600 to SGD 110400 annually. This range may differ based on location. Variations account for multiple career levels and factors such as experience and qualifications. Additional benefits may include equity, bonuses or commissions, retirement plans, health insurance, and wellness stipends, with specific details provided during the interview process.

Equal Opportunity

We encourage candidates with diverse backgrounds and experiences to apply, even if not all preferred qualifications are met. We value passion, integrity, and the willingness to challenge norms, welcoming varied perspectives and rigorous thinkers.