Product Support Specialist

Stripe
Chicago
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Problem-solving","Stakeholder management","Cross-functional collaboration","Data-driven decision-making","Project management"]

Own complex technical customer issues and collaborate with Engineering, Product, and Operations to resolve them. Use SQL and API documentation to analyze data, diagnose root causes, and improve support processes at scale. Drive continuous improvement initiatives to meet CSAT, Contact Rate, and SLA goals, and create user-facing documentation for self-service. Lead cross-functional projects to remove inefficiencies and enhance long-term platform reliability.

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FursaFursa
Stripe
Stripe
2 days ago

Product Support Specialist

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Own complex technical customer issues and collaborate with Engineering, Product, and Operations to resolve them. Use SQL and API documentation to analyze data, diagnose root causes, and improve support processes at scale. Drive continuous improvement initiatives to meet CSAT, Contact Rate, and SLA goals, and create user-facing documentation for self-service. Lead cross-functional projects to remove inefficiencies and enhance long-term platform reliability.
Location: Chicago
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Analyze and troubleshoot complex technical issues via 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.
  • •Optimize and scale support processes using data-driven insights and KPIs.
  • •Lead continuous improvement initiatives to hit CSAT, Contact Rate, and SLA compliance metrics.
  • •Create and refine user documentation to enable self-service and reduce dependency on support teams.

Key Requirements

  • •5+ years in a customer-facing product support role troubleshooting technical issues.
  • •Proficiency in SQL for data analysis and querying, including interpreting datasets.
  • •Experience working with APIs.
  • •Exceptional problem-solving to diagnose complex issues and drive them to resolution.
  • •Experience in project management and optimizing support workflows/processes.
Experience:5+ yearsCustomer supportAPIsSQL
Skills:Problem-solvingStakeholder managementCross-functional collaborationData-driven decision-makingProject management
Languages:English
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
Glassdoor: 4.2
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