Product Support Operations, Team Lead

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 the Stripe user base and global footprint grow dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Stripe Delivery Center (SDC) strategy will provide operational leverage and expand the Stripe portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. We strive to deliver frictionless experiences for all of our users, whether they are an independent business, startup, SMB, or enterprise, and our mission is to provide all Stripe users with the best support experience possible. What you'll do In this role, you'll act in a player-coach capacity and be accountable for supporting a team of Operations Associates. This team is responsible for resolving our users' most challenging and impactful issues, providing exceptional user experience, and contributing to the overall user satisfaction. To be a fit, you'll have a coaching mindset, a proven ability to communicate at different levels, a track record of driving operational performance, deep expertise in customer service, and a passion for inspiring a team to deliver an incredible user experience. Responsibilities * Guide your team in troubleshooting and solving external user issues * Manage the operational performance of your team to deliver KPIs * Help scale our operations and improve user experience by identifying process improvements * Manage capa