Stripe05.03.2026
Product Support, Bridge
New York
Обязанности
- 01Analyze and troubleshoot complex technical issues through direct user interaction, utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation
- 02Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues
- 03Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics
- 04Lead continuous improvement initiatives aimed at hitting key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance
- 05Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams
- 06Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability
- 07Lead cross-functional projects aimed at identifying inefficiencies in current processes and drive the implementation of long-term solutions
- 08Constantly challenge the status quo and push for innovation in user support strategies and operational processes
Требования
- 015+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues
- 02Proficiency in SQL for data analysis and querying, with the ability to interpret datasets
- 03Experience working with API's
- 04Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution
- 05Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress
- 06Experience in project management, particularly in optimizing processes, workflows, or support operations