Stripe is hiring a

User Operations Manager, Phone

San Francisco, United States

Decrease user frustration and increase user happiness

Phone support is the newest addition to User Operations at Stripe, and we need a group of warm, energetic, enthusiastic people to help us get it up and running.

In this role, you'll wrestle with novel problems, put on your detective hat, steeple your fingers, and Sherlock your way to solutions that leave our users relieved and delighted. You should be passionate about helping people, improving products, and making sure we meet our users' current and future needs. Phone support at Stripe starts from a place of warmth and empathy, then digs into the user's issue to find (or create!) a solution. If you love problems with no clear answers, get bored providing rote solutions to easy problems, and wish you could use your quick thinking skills more often, we'd love to meet you!

Your day at Stripe won't involve canned responses or living in a phone booth—we want you to build relationships with other teams! You will often need to interact with our engineers, designers, risk analysts, new markets team, and others while advocating for our users! Every person you interact with at Stripe has the power to help you keep users happy.

Stripe is live in 19 countries with over 100 supported currencies and rapidly expanding to power the online payments infrastructure throughout the world. User Operations team members are spread around the globe in the UK, the continental US, Germany, Ireland, France, Japan and Australia.

User Operations at Stripe interacts with people from a multitude of backgrounds, and our team has grown to match that diversity. People on the team have previously provided support at MIT and Ringling Bros., run an indie bookstore chain, created a sustainable seafood business, trained as a professional chef, and so on. Some of us own our own businesses (powered by Stripe of course!) and some of us write or bake. We value our diversity and are actively searching for ways to increase it. If you consider yourself or your background non-traditional in any way, we want to chat with you!

If you have a strong empathetic personality, excellent writing skills, lightning fast research skills, an insatiable curiosity, and an aversion to users having anything less than a stellar experience, we want to hear from you!

You’ll:

  • Spend the majority of your time interacting with users by phone, and occasionally by email.
  • Use those interactions to optimize our internal and external documentation and processes surrounding a host of products.
  • Work closely with other teams to improve our product offerings and messaging around new products.
  • Spend some time analyzing our processes and instigating changes to help scale our operations.
  • Gain unique insights into how thousands of businesses on Stripe scale and operate.
  • Have an opportunity to learn how Stripe operates from the ground up and make a real impact on the future of the organization.

You should:

  • Enjoy talking to people in a warm and relatable way to help solve problems.
  • Have a warm, strong personality that translates well over the phone.
  • Enjoy explaining technical concepts to a wide range of audience types, from Python experts to people who have never written a line of code.
  • Empathize with users and quickly grasp the issues they’re facing.
  • Enjoy the puzzle of solving open-ended problems.
  • Love constantly learning about a changing technical product, even when it's a little out of your depth.
  • Be happy to take on new projects, which can sometimes involve quickly researching to become a subject matter expert while juggling
  • Be able to work at least one weekend day per week (you will be able to take one week day off in lieu).

You should include these in your application:

  • Your background and accomplishments.
  • Why you want to work in this role.
  • Languages you'd be comfortable communicating in beyond English, if any.
  • Your answer to the following: given free rein, what are one or two improvements you would have made to the processes at a company or organization where you have worked? How would you assess if the change(s) was (were) successful?