Service Account Associate

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

We are a fast growing, energetic team of Service Account Associates working very closely with a group of Stripes users that desire an elevated level of operational guidance with our products and features. We have the necessary context to help users with more complex or technical support questions. Our team's values are curiosity, resilience, humbleness and macro-optimistism. We are rigorous thinkers who appreciate that things worth doing are rarely simple but we have fun doing them! 

What you’ll do 

As the Service Account Associate you play a key role by partnering and building trusted relationships, with a group of Stripe users. These users are growing quickly and desire a more elevated level of technical guidance with our products and features. Understanding their businesses, how they use Stripe and becoming a subject matter expert is key to success. We are also payment advisors who thrive on collaboration with internal teams in finding resolution paths, managing incident communications and becoming subject matter experts. If you have a strong sense of how to scale great user support experience, can continuously improve operational processes and are skilled at explaining technical problems clearly - this is the team for you! 

Responsibilities 

• Be the primary service account owner dedicated to a group of Stripe's strategic growth users
• Deliver a Gold Standard Experience (fast, smart, concise, human, accurate, and informed) to your assigned users and internal stakeholders
• Build trusted relationships with your users by becoming a subject matter expert on their business and their Stripe integration
• Work closely with our front line Support Specialist team to better understand user needs and support trends
• Lead projects to implement/improve process and technical solutions that benefit your users and peers
• Make data-driven decisions and in the absence of data, work with internal team members to identify and establish essential metrics
• Represent user priorities within the Stripe Operations organization via support channels, documentation, or product/feature feedback or development
• Provide guidance on topics important to users such as fraud/disputes, declines, and product usage
• Empathize with every aspect of the customer experience, putting customers’ needs first
• Identify, reproduce, and document bugs for our engineering teams
• Collaborate with the Product, Engineering and Sales teams to test new features and bug fixes and surfacing meaningful customer feedback

What you’ll bring to the role 

• 2+ years experience in an enterprise-level client-facing role, responsible for a book of business offering product support solutions. 
• Strong track record of managing multiple users, enabling them to achieve their business goals
• Inquisitive by understanding what is important to the user, pull in all the appropriate internal resources, and tailor the actions and recommendations to their priorities and focus
• Ability to own, solve and translate complex solutions to users in a clear and concise manner 
• Ability to problem solve with minimal guidance in a rapidly changing environment while navigating ambiguity
• You can work with data and analyze user feedback patterns and use these insights to drive improvements. Being proficient in SQL, Splunk or equivalent query languages is desirable
• Familiarity with APIs and able to explain API concepts
• Ability to collaborate with cross-functional teams to achieve desired results