Product Manager, Support Products - Support Experience

Who we are

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.

About The Team

The Support Experience team develops and applies technology at all points of the user support journey to solve customer problems at scale, unlocking growth across Stripe’s product suite.

What you’ll do

As a Product Manager on the Support Experience PM team, you’ll be responsible for defining the strategy for Consumer Support - solve problems for a fast growing segment at Stripe. You’ll need to tackle this space from multiple angles, from motivating product teams at Stripe to understand and improve product quality, to building systems that allow for repeatable problem solving by both users and our support team. You’ll need to create observability across inbound and outbound volume to find the high impact drivers of poor experiences; and build the flywheels that will leverage our internal and external systems to continuously improve how problems are resolved and products are built.

Responsibilities

Drive significant increases in product quality across the company leveraging support data

Build the flywheels for improving support outcomes and enabling users to self-solve issues by creating scalable knowledge and workflow strategies

Partner closely with Product Managers for the Self-Serve and Agent Platforms to define and instrument user journeys across our products so we can understand how success differs by journey and where we should invest

Define the data strategy for delivering an effective and efficient support experience

Create a platform that can be leveraged across the support journey to turbocharge users and support agents’ ability to solve problems directly and reliably

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

Our ideal Product Manager will be relentlessly user-focused, comfortable in ambiguity, have strong technical skills, and the desire to create something new.

5+ years of relevant product management experience

Computer Science background or equivalent technical skills

Strong analytical abilities and experience with metrics

An ability to craft a vision and strategy and drive the roadmap toward it

A deep empathy for users

Preferred Qualifications

Software engineering experience, a computer science or engineering degree, or similar technical experience

In-office expectations

Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in our Bucharest, Romania site have an 80% in-office expectation, and those in Stripe Delivery Center roles in Mexico City, Mexico and Bengaluru, India work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

Pay and benefits

The annual salary range for this role in the primary location is €105,600 - €158,400. This range may change if you are hired in another location. For sales roles, the range provided is the role’s On Target Earnings (“OTE”) range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process.

Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant’s location and can be discussed in more detail during the interview process. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.