Enterprise Product Support Manager

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

The Enterprise Product Support team directly supports our largest and fastest-growing users, partnering with them to grow their business. We actively seek and capitalize on opportunities to meet and exceed their service expectations, working to impress the trendsetters and remove obstacles from their path. The team is there when users need us but also there proactively — before they even realize they need support.

What you'll do

The Enterprise Product Support team is growing to support Stripe users for the next decade. We are looking for dynamic and curious people who have a passion for solving global user issues, building operations, and driving process improvements, and who want to play a front-line role in building this new operational capability for Stripe and accelerating Stripe's growth.

In this role, you will recruit, manage, and develop a group of Operations Associates who are focused on supporting Stripe's Enterprise users. You will cultivate the happiness of your team members while guiding them to be the best they can be, through feedback, coaching, mentoring, and advocacy within the organization. This means helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals. To be a fit, you will have a strong operations mindset, be able to move quickly, and be passionate about delivering an incredible user experience.

Responsibilities

• Guide the organization to design and deliver incredible user experiences globally and in the Asia-Pacific region.

• Recruit, manage, coach, and develop a team of Enterprise Support Specialists.

• Drive strong operational delivery and process improvement, helping to mitigate risk while balancing operational efficiency and user impact.

• Identify gaps in current systems, policies, and strategies, and recommend enhancements and process improvements to mitigate risks.

• Build a great culture and ensure team members are happy, effective, and growing in their careers.

• Set clear goals and direction, and provide regular feedback on team members' performance.

• Be data-driven in your analysis of performance, an