Enterprise Support Specialist

Stripe
Dublin
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Problem-solving","Stakeholder management","Project management","Process improvement","Communication"]

Join Stripe’s Product Support team to troubleshoot complex technical user issues and coordinate with Engineering and Product to drive resolutions. Use SQL and API documentation to analyze data, optimize and scale support processes, and improve user experiences across key metrics like CSAT, Contact Rate, and SLA compliance. You’ll lead continuous improvement and cross-functional projects, create self-service documentation, and advocate for platform reliability based on user feedback.

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Stripe
Stripe
1 day ago

Enterprise Support Specialist

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live
Reposted: similar role first listed 8 months ago

Job Summary

Join Stripe’s Product Support team to troubleshoot complex technical user issues and coordinate with Engineering and Product to drive resolutions. Use SQL and API documentation to analyze data, optimize and scale support processes, and improve user experiences across key metrics like CSAT, Contact Rate, and SLA compliance. You’ll lead continuous improvement and cross-functional projects, create self-service documentation, and advocate for platform reliability based on user feedback.
Location: Dublin
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Analyse and troubleshoot complex technical issues through direct user interaction (email, phone), using SQL and API documentation.
  • •Develop product and platform expertise with Engineering, Product, and Operations to diagnose and resolve user issues.
  • •Strategically optimise and scale support processes using data-driven insights and key metrics.
  • •Lead continuous improvement initiatives to meet performance targets including CSAT, Contact Rate, and SLA compliance.
  • •Create self-service documentation and collaborate with Product and Engineering to proactively improve the platform based on user feedback.

Key Requirements

  • •5+ years of experience in a customer-facing product support role focused on troubleshooting technical issues.
  • •Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
  • •Experience working with APIs.
  • •Excellent problem-solving skills to diagnose complex issues and drive them to resolution.
  • •Proven stakeholder management experience to influence cross-functional teams and drive progress.
Experience:5+ years
Skills:Problem-solvingStakeholder managementProject managementProcess improvementCommunication
Languages:English
Tech Stack:SQLAPIsAPI documentation

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
Glassdoor: 4.2
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