Enterprise Support Specialist (Mandarin Speaking)

Stripe
Singapore
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 4+ yearsSkills: ["Problem-solving","Stakeholder management","Project management","Cross-functional collaboration","Continuous improvement"]

Join Stripe’s global Product Support team to resolve complex technical user issues and improve support operations. Use SQL and API documentation to analyze data, coordinate with Engineering and Product to drive resolutions, and optimize processes to improve CSAT, Contact Rate, and SLA compliance. Lead continuous improvement 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 (Mandarin Speaking)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Join Stripe’s global Product Support team to resolve complex technical user issues and improve support operations. Use SQL and API documentation to analyze data, coordinate with Engineering and Product to drive resolutions, and optimize processes to improve CSAT, Contact Rate, and SLA compliance. Lead continuous improvement projects, create self-service documentation, and advocate for platform reliability based on user feedback.
Location: Singapore
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Analyze and troubleshoot complex technical issues through direct user interaction using SQL and API documentation.
  • •Develop product and platform expertise with Engineering, Product, and Operations teams to diagnose and resolve user issues.
  • •Strategically optimize and scale support processes using data-driven insights and key metrics.
  • •Lead continuous improvement initiatives targeting CSAT, Contact Rate, and SLA compliance.
  • •Create and refine self-service documentation to reduce dependency on support teams and advocate for platform improvements based on user feedback.

Key Requirements

  • •Business-level proficiency in Mandarin (written and spoken) for daily Greater China user communications.
  • •4+ years of experience in a customer-facing product support role 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 and demonstrated stakeholder management and project management experience to optimize support workflows.
Experience:4+ yearsCustomer supportProduct support
Skills:Problem-solvingStakeholder managementProject managementCross-functional collaborationContinuous improvement
Languages:Mandarin
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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