Stripe Logo

Stripe

Enterprise Support Specialist

Reposted 14 Days Ago
Be an Early Applicant
Dublin
Mid level
Dublin
Mid level
As an Enterprise Support Specialist, you'll troubleshoot complex user issues, manage escalations, and optimize support processes, ensuring a stellar experience for high-value users.
The summary above was generated by AI

Who we areAbout Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

As a part of the Enterprise Support Team, you’ll spend most of your time interacting directly with our users and ensuring that they have a stellar Stripe experience.

What you’ll do

  • Troubleshooting complex user issues and communicating with Stripe’s highest value users, providing a best-in-class support experience, by email
  • Own and manage business critical escalations and incidents 
  • Become the expert in all Stripe products, deeply understanding our processes and workflows in order to resolve user issues
  • Manage a small portfolio of users, to whom you’ll be directly accountable for analyzing and improving their support experience, providing contextual insight regarding users’ experience with support to account team stakeholders
  • Work with Engineering and other Operations teams to diagnose and solve technical user problems
  • Develop relationships with users and identify opportunities to improve support and overall experience with Stripe
  • Analyze and optimize our support documentation and processes to improve our users’ experiences and help scale our operations

Responsibilities

Casework

  • Troubleshooting complex user issues and communicating with Stripe’s highest value users, providing a best-in-class support experience, by email and occasionally by call
  • Become the expert in all Stripe products and how our largest users use them with their unique integrations, in order to comprehensively resolve user issues with context-aware support

Escalation  / business critical issue management

  • Resolve business critical escalations and collaborate with cross functional stakeholders in the mitigation of incidents
  • Iterate and improve service delivery for business critical escalations in order to delight our largest users who value quick resolution and proactive communication to any outages

User & Project work

  • Manage a small portfolio of users, to whom you’ll be directly accountable for analyzing and improving their support experience, providing contextual insights regarding the users’ experience with support to account team stakeholders. These users are either new to Enterprise support or are a heavy user of support
  • Analyze and optimize our support documentation and processes to improve our users’ experiences and help scale our operations
  • Identify and lead initiatives across our 5 pillars (Prevention, Availability, Effectiveness, Satisfaction, Effortlessness) to enable the team to provide a best-in-class support experience to our largest users at scale

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

  • Embodies an empathetic, user-first mindset and embodies Stripe’s operating principles
  • Has exposure to or experience with managing relationships with large, exceptionally complex/senior level stakeholders
  • Exhibits an investigative mindset, strategic thinking, high attention to detail, and cross-functional coordination skills
  • Can demonstrate technical aptitude, having experience with data analysis or use of technical tools to troubleshoot user issues
  • Has demonstrated ability to problem solve with minimal guidance in a rapidly changing environment
  • Has exceptional written, verbal, and presentation-based communication skills and the ability to translate complex solutions to users simply and clearly
  • Willingness to work two holiday days per year - you’ll receive a weekday off of your choosing the week following a holiday shift

Preferred qualifications

  • Prior experience with or exposure to SQL, Tableau, Hubble and APIs
  • Some background experience in account management, customer experience, program management or project management
  • Comfortability learning new functions and features of technical products
  • Experience leveraging root-cause analyses to make data driven decisions

Top Skills

APIs
Hubble
SQL
Tableau
HQ

Stripe Dublin, Dublin, IRL Office

Grand Canal Street Lower, Dublin, Dublin, Ireland

Similar Jobs

18 Days Ago
Dublin, IRL
Entry level
Entry level
Payments • Software
As an Enterprise Support Specialist, you will handle complex user issues, manage escalations, improve support documentation, and enhance user experience with Stripe products.
Top Skills: APIsHubbleSQLTableau
8 Hours Ago
Hybrid
Dublin, IRL
Entry level
Entry level
Cloud • HR Tech • Information Technology • Software
The Customer Service Executive will support customers in the Canadian market, resolving their issues and enhancing the customer experience through effective communication in French and English.
12 Hours Ago
Hybrid
Dublin, IRL
Junior
Junior
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
As a Technical Support Engineer, you'll resolve customer technical cases, provide support on the ServiceNow platform, and enhance customer experiences through effective communication and problem-solving. You'll also engage collaboratively with teams for complex issues and contribute insights for business improvements.
Top Skills: JavaScriptMySQLOraclePerlPythonServicenowSplunkUnix ShellWindows Shell

What you need to know about the Dublin Tech Scene

From Bono and Oscar Wilde to today's tech leaders, Dublin has always attracted trailblazers, with more than 70,000 people working in the city's expanding digital sector. Continuing its legacy of drawing pioneers, the city is advancing rapidly. Ireland is now ranked as one of the top tech clusters in the region and the number one destination for digital companies, with the highest hiring intention of any region across all sectors.

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account