We are looking for technically skilled candidates with excellent interpersonal skills for this position. The role involves working as part of a team to provide support to key customers for Stripe, as these customers on-board to Stripe, or add additional Stripe products to their existing application. The candidate will help to troubleshoot technical issues with the assistance of Stripe’s internal technical library, provide timely customer feedback, and ensure that internal customer monitoring tools are updated promptly.
The successful candidate will need to talk to customers directly, as well as create written documentation, requiring excellent written and verbal communication.
A typical engagement will involve:
An introductory scoping call with the customer. The purpose of this call is to gain an understanding of the customer’s business, and their goals in migrating to Stripe .
After the initial call, support is provided exclusively via email. This support generally involves responding to queries about problems with API calls or account configuration, and directing the customer to the relevant portion of the documentation. Provision of small reference code samples is helpful at this step. Prompt response to these queries is key - within 24 hours.
Stripe has a large library of “typical responses”, and are keen to improve this library, helping to automate as much of this type of support as possible. Identification of common questions which are not covered by existing support flows will be key.
Troubleshooting technical issues.
Confidence in a customer-facing role.
Providing timely responses to customers.
Providing support in the form of procedural documentation.
Managing multiple cases at one time (~40 per quarter).
Following up with customers to ensure the problem is resolved.
Ensuring that internal reporting tools accurately reflect the status of the customer’s integration.