Product Manager, Support Experience

About Stripe

Stripe is a financial infrastructure platform employed by millions of companies worldwide, ranging from global enterprises to emerging startups. Its mission centers on expanding the GDP of the internet, presenting an exceptional opportunity to influence the global economy while undertaking meaningful career work.

About the Team

The Support Experience team leverages technology across every stage of the user support cycle to efficiently resolve customer issues at scale. Their work sustains millions of businesses and fuels growth throughout Stripe's product ecosystem.

Role Overview

The Product Manager for Support Experience will focus on enhancing Stripe's AI conversational agent, which manages over 100,000 conversations each week. This role places you at the cutting edge of applied AI, addressing real business and consumer challenges and establishing new excellence standards.

Key Responsibilities

• Develop the AI conversational agent to perform on par or better than top human agents by understanding customer issues and crafting effective solutions.
• Drive user experience design for conversational AI, blending UI and dialogue to define essential functional elements for success.
• Build, launch, and refine AI-driven skills, while supporting infrastructure that enables wider organizational adoption.
• Establish continuous feedback mechanisms converting challenges into scalable AI solutions, accelerating improvement cycles relentlessly.
• Innovate quality benchmarks for AI-driven agent conversations.
• Collaborate closely with Conversation UX and Platform teams to innovate new agent functionalities.

Candidate Profile

• A relentless user advocate comfortable navigating ambiguity with strong technical proficiency and innovative ambition.
• Between 7 to 12+ years of professional product management experience, excluding internships or cooperative education roles.
• Possesses deep empathy for users and maintains a high standard for user experience quality.
• Has experience spearheading cross-functional projects from concept to delivery.
• Demonstrates technical expertise through leadership of technical products or academic background in computer science or equivalent.
• Exhibits excellent verbal and written communication skills.

Work Arrangement

This role requires a minimum of 50% in-office presence monthly to foster collaboration and support, with 100% office-based attendance applicable for Dublin, Ireland location and similar Stripe Delivery Centers.

Compensation and Benefits

The salary for this position ranges between €102,400 and €153,600 annually, subject to variation by location and seniority. Additional components may include equity, bonuses or commissions, retirement benefits, health coverage, and wellness stipends, with full details discussed during the interview process.

Equal Opportunity and Application Encouragement

Stripe values passionate, resilient, and principled individuals, encouraging applications even if experience does not exactly match the description. The company welcomes diverse viewpoints and rigor in thinking, inviting applicants who challenge assumptions and bring unique career journeys.