Social Media and Customer Support Associate

About Stripe

Stripe is a platform offering financial infrastructure to businesses worldwide, ranging from large enterprises to startups. Its mission is to enhance the global internet economy by providing seamless payment solutions and enabling new business prospects.

Team Overview

The team focuses on simplifying experiences for all users, handling millions of support cases annually, and ensuring operational excellence to support Stripe's growth. Their approach emphasizes innovative support strategies and cohesive operations.

Role Summary

This role is part of the newly formed Stripe Delivery Centers, dedicated to building and expanding Stripe’s operational capabilities for the future. The position involves addressing global user challenges, leading process improvements, and playing a frontline role in operations to facilitate Stripe's growth.

Responsibilities

• Provide excellent support by resolving issues efficiently and accurately across social media channels such as X, LinkedIn, and Facebook.
• Address and manage escalated social media inquiries, including complex technical product questions, and work proactively to prevent recurrence.
• Collaborate with internal Stripe departments like Communications, Incident Operations, and Risk, acting as the main escalation contact for critical user concerns and initiating incident reports prioritizing user experience.
• Manage executive escalations involving Stripe's leadership in coordination with relevant teams.
• Develop and oversee initiatives aimed at enhancing user experience.
• Identify and address operational shortcomings, driving continuous improvements to scale globally while maintaining outstanding user support.
• Contribute to establishing a new team culture and operational framework at Stripe.

Required Qualifications

• Between 2 to 5 years of experience in social media support or a strong interest in resolving user issues through platforms like Twitter, LinkedIn, and Facebook.
• Background in customer support and user-facing operational roles.
• A user-centered mindset energized by challenging problem-solving.
• Exceptional verbal and written communication abilities.
• Strong analytical thinking and effective problem-solving skills.
• Process-driven with the ability to complete tasks efficiently.
• Comfortable working onsite with active collaboration across teams.
• Able to manage priorities within a fast-paced environment.
• Humble and adept at working well with both internal teams and external partners.
• Willingness to work one weekend day per week (with a compensatory weekday off), working 9-hour shifts within 6am to 10pm including a paid lunch break.

Preferred Attributes

• Experience or knowledge related to user support.
• Participation in process improvement or project initiatives.

Work Environment

Employees in this role based in Bengaluru, India, are expected to work 100% onsite. Typically, staff spend at least half their time in-office monthly to facilitate collaboration and support.

Compensation and Benefits

Stripe values pay transparency and is working toward consistent global disclosure. Salary details are not disclosed at this time.