Operations Associate - Managed Support (Includes Weekend Rotation)

About 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.

At Stripe, our Mexico City office is a vibrant hub at the forefront of our mission to reshape the financial landscape for businesses worldwide. Our team prioritizes collaboration, innovation, and excellence. As a member of the Mexico City team, you'll be part of a mission-driven community dedicated to enhancing the global economy and increasing the GDP of the internet. We strive for excellence by creating with craft and beauty, while having fun and celebrating our successes together.

We cultivate a culture of collaboration, inclusivity, and support where every team member's voice matters. Our commitment shines through as we handle over a million support cases each year, empowering our users not just to solve problems but to achieve their goals.

About the team

Stripe was built with simplicity in mind. We strive to deliver frictionless experiences for all of our users, whether they are an independent business, startup, SMB, or enterprise, and our mission is to provide all Stripe users with the best support experience possible. Today, Stripe handles over 1 million support cases per year and processes millions of internal transactions. We'll achieve excellence by thinking of support in a novel, solution-oriented way and viewing operations as an integral enabler of all our growth.

Stripe has unique operational problems resulting from both our type of scale and the type of businesses we partner with as a result of "growing the GDP of the Internet." Stripes leverage understanding of our products, the financial industry and money movement, and our processes to support both internal and external users. Doing so requires us to invest significant resources into building this experience ourselves.

What you'll do

Stripe launched Stripe Delivery Centers - a new global team to design, implement, and grow Stripe operations for the next decade. We are looking for dynamic and curious people who have a passion for solving global user issues, building operations, driving process improvement, and playing a front-line role in building this new operational capability for Stripe and accelerating growth. If you like challenging, scaled problems and are an amazing teammate, we want to hear from you.

Responsibilities

• Troubleshoot and solve external user issues
• Analyze our processes and instigate changes to help scale our operations and improve user experience
• Work closely with other Stripe teams to improve our product offerings and messaging around new products and features
• Gain unique insights into how thousands of businesses on Stripe scale and operate
• Have an opportunity to learn how Stripe operates from the ground up and make a real impact on the future of the organization
• Be a part of building a brand new team and operational culture for Stripe
• Partner with global operations specialists or business process owners to run a critical workflow

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

• You have a user-first mindset and are energized by the challenge of solving difficult problems.
• You have excellent communication skills, both written and verbal.
• You excel in analytical thinking and problem solving.
• You have prior experience in customer service or internal and external user-facing operations.
• You enjoy learning about technical products and processes. You are an organized self-starter with a passion for finding solutions to our users' challenges.
• You have a process-oriented mindset and the ability to get things done.
• You enjoy working in an in-office environment with strong cross-team collaboration and support.
• You are able to prioritize and enjoy working in a quick-moving environment.
• You are humble and have a proven track record for working well across teams and with external partners.
• You're willing to work a weekend shift pattern (either Sun-Thur (with Fri and Sat off) or Tue-Sat (with Sun and Mon off)). The SDC operates during daytime hours in 9-hour shifts (including 1-hour paid lunch break) scheduled to fall between the hours of 6am and 10pm.

Preferred qualifications

• Prior experience or knowledge in user support
• Prior experience in troubleshooting
• Prior experience working on projects or process improvement initiatives