Product Support Specialist (Mandarin-speaking)

About Stripe

Stripe is an infrastructure platform dedicated to financial services for businesses of all sizes, from major enterprises to emerging startups. Their mission is to expand the internet's economic value globally by providing companies the tools to accept payments, increase revenue, and launch new business opportunities.

Role Overview

The Product Support Specialist will play an essential role on Stripe’s international Product Support team, focusing on delivering high-quality user experiences beyond simple troubleshooting. This position requires strong technical expertise, problem-solving abilities, and project management skills to improve support systems, processes, and product quality strategically.

Key Responsibilities

• Troubleshoot and analyze advanced technical issues by engaging directly with users through email and phone communication, utilizing SQL for data extraction and interpreting API documentation.
• Build expertise in Stripe’s products and platforms by collaborating with Engineering, Product, and Operations teams to resolve customer challenges.
• Optimize and scale support operations to boost efficiency and enhance user satisfaction by leveraging data-driven insights and key performance metrics.
• Lead efforts to continuously improve customer satisfaction (CSAT), reduce contact rates, and meet Service Level Agreements (SLA).
• Develop and update user-facing documentation to promote customer self-service and reduce reliance on support staff.
• Work closely with Product and Engineering teams to advocate for platform improvements grounded in user feedback to ensure sustained product reliability.
• Drive cross-functional projects that identify process inefficiencies and implement lasting solutions.
• Challenge existing methods and innovate support strategies and workflows to enhance operational effectiveness.

Candidate Requirements

• Proficient in Mandarin (both written and spoken) to maintain daily interactions with users primarily in the Greater China market.
• At least four years in a customer-facing product support role emphasizing troubleshooting complex technical problems.
• Strong command of SQL for detailed data querying and analysis.
• Experience handling APIs effectively.
• Exceptional problem-solving skills with a demonstrated ability to diagnose and remedy intricate issues.
• Proven stakeholder management skills to influence and coordinate cross-functional teams effectively.
• Project management experience focused on enhancing processes, workflows, or support functions.
• Willingness to work some weekends and holidays with compensatory time off.

Preferred Qualifications

• Advanced data analysis capabilities and enthusiasm for leveraging data to drive better decision-making.
• Ability to clearly explain technical concepts to both technical and non-technical audiences.
• Comfortable working in technical environments and resolving highly technical user problems.

Work Environment and Expectations

This role requires a minimum of 50% monthly attendance at the Singapore office, balancing in-person collaboration with flexibility. Some teams or roles may have additional in-office requirements to support effective workflows and user engagement.

Compensation and Benefits

The annual salary range for this Singapore-based position is SGD 73600 to SGD 110400, subject to adjustment based on location and candidate qualifications. Compensation packages may include equity, bonuses, retirement plans, health benefits, and wellness stipends.