Hiring For SME-Customer Support

User Support Specialist Responsibilities:

• Interact with users via email, phone, and chat.
• Represent Stripe at the initial point of contact with important and strategic users.
• Analyze and evaluate users specific account setups and previous interactions with Stripe to recommend solutions to their questions that would best fit their needs.
• Meet and exceed personal targets in a fun and challenging team environment.
• Escalate complex user issues to Stripe internal UO teams and provide context to the reason for the escalation.
• Be able to deliver conclusions from data given to you (EX: suggesting training needs based on previous ticket volume).
• Work to resolve user issues within first contact, escalating only as needed due to access restrictions, tool limitations, or technical complexity
• Identify opportunities to improve the user experience with better tooling or product fixes

Required Qualifications:

• Previous customer support experience is critical, and experience must be in a related field such as technology, financial services, or a similarly complex product offering.
• Must have prior experience in multi-channel customer support, including either email, phone, or chat.
• Demonstrated experience working within a metric and target focused work environment.
• Excellent listening and communication skills, written and verbal.
• Highly empathetic and thoughtful, with ability to understand customers business challenges and tailor a solution adapted to their needs.
• Enjoy talking about technical concepts, and comfortable explaining how Stripe works to a range of audiences.
• Are able and willing to work on a rotational shift pattern, which will include weekends.
• Highly motivated and thrive in a fast-paced environment.
• Demonstrated ability to solve complex support problems, often in the absence of defined workflows.