Stripe

2 months ago

Product Support Specialist (Mandarin-speaking)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 18 hours agoStatus: Live

Job Summary

Support Specialist who analyzes and resolves complex technical user issues for Stripe’s Product Support team. Uses SQL and APIs to drive data-informed decisions, collaborates with Engineering, Product, and Operations to diagnose problems, and scales support processes to improve CSAT, SLA, and overall user experience. Responsible for documentation, cross-functional projects, and continuous process improvement in a fast-paced fintech environment.

Location: Singapore

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Analyze and troubleshoot complex technical issues through direct user interaction (email, phone), utilizing SQL to extract and interpret data, and leveraging API documentation.
•Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
•Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
•Lead continuous improvement initiatives aimed at hitting key performance metrics such as CSAT, Contact Rate, and SLA compliance.
•Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.

Key Requirements

•Mandarin proficiency (written and spoken) for daily communications with Greater China users
•4+ years in a customer-facing product support role with troubleshooting technical issues
•Proficiency in SQL for data analysis and querying
•Experience working with APIs
•Strong problem-solving and stakeholder management abilities

Experience:4+ yearsFintechPaymentsSaaS

Skills:Problem-solvingStakeholder managementAnalytical thinkingCommunicationProject management

Languages:MandarinEnglish

Tech Stack:SQLAPIs

Company Brief

Stripe

Provides payment processing APIs and financial infrastructure for internet businesses. Powers online payments for millions of companies from startups to Fortune 500s.

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Scaleup

Valuation: Decacorn (USD 10B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2010

Glassdoor: 4.2

Website LinkedIn Glassdoor

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Stripe

2 months ago

Product Support Specialist (Mandarin-speaking)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 18 hours agoStatus: Live

Job Summary

Location: Singapore

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Analyze and troubleshoot complex technical issues through direct user interaction (email, phone), utilizing SQL to extract and interpret data, and leveraging API documentation.
•Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
•Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
•Lead continuous improvement initiatives aimed at hitting key performance metrics such as CSAT, Contact Rate, and SLA compliance.
•Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.

Key Requirements

•Mandarin proficiency (written and spoken) for daily communications with Greater China users
•4+ years in a customer-facing product support role with troubleshooting technical issues
•Proficiency in SQL for data analysis and querying
•Experience working with APIs
•Strong problem-solving and stakeholder management abilities

Experience:4+ yearsFintechPaymentsSaaS

Skills:Problem-solvingStakeholder managementAnalytical thinkingCommunicationProject management

Languages:MandarinEnglish

Tech Stack:SQLAPIs

Company Brief

Stripe

Provides payment processing APIs and financial infrastructure for internet businesses. Powers online payments for millions of companies from startups to Fortune 500s.

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Scaleup

Valuation: Decacorn (USD 10B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2010

Glassdoor: 4.2

Website LinkedIn Glassdoor