支持平台产品经理
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Product Manager, Support PlatformStripe · Dublin, 爱尔兰
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职位描述
机器翻译我们是谁
关于 Stripe
Stripe 是一个面向企业的金融基础设施平台。数百万家公司——从全球最大的企业到最有雄心的初创公司——都在使用 Stripe 来接受付款、增长收入并加速新的商业机会。我们的使命是提升互联网的 GDP，而我们面前还有大量工作要做。这意味着，在你职业生涯中最重要的工作中，你将拥有一个前所未有的机会，让全球经济触手可及。
关于团队
Support Technologies 构建 Stripe 支持体验背后的产品、平台和能力。该团队帮助用户快速解决问题，支持内部团队，并创建可复用的技术来改善 Stripe 整体的支持体验。
该职位专注于 Platforms 和 Connect 的复杂支持需求。平台、关联账户及其客户各自与 Stripe 有着不同的关系、访问级别和责任。解决一个问题通常需要理解谁拥有该账户、适用哪些权限、产品如何配置，以及应由哪一方提供支持。
该团队正在为这个多方生态系统中更具上下文感知的支持奠定基础。这项工作的一个关键部分是改进 Stripe 面向客户的 AI agent，使其能够理解这些关系、处理复杂案例，并大规模提供准确、个性化的解决方案。
你将做什么
作为 Support Experience 的产品经理，你将负责改善 Stripe 面向用户的 AI agent 的成果，该 agent 每周承载 100k+ 次对话。
岗位职责
作为 Support Experience 的产品经理，你将负责改善 Stripe 面向用户的 AI agent 的成果，该 agent 每周承载 100k+ 次对话。你将站在应用 AI 的前沿，为企业与消费者解决问题，并重新定义卓越可以是什么样子。你将直接构建 agent 能力，以解决真实世界的用户问题。这意味着要亲自动手处理 prompts、evals、skills、tools，以及让你能够审视并识别对话体验中机会的机制。
• 为服务 Platform 和 Connect 用例的 Support Technologies 制定产品战略和路线图。
• 深入理解平台运营方、关联账户、Stripe 支持团队和平台支持团队的需求。
• 改进 Stripe 面向用户的 AI agent 在 Platform 和 Connect 支持体验中的能力和有效性。
• 识别反复出现的支持问题，并将其转化为可复用的产品、平台和 AI agent 能力。
• 构建、发布并迭代 prompts、skills、tools 和 evaluations，使 AI agent 能够解决真实世界的用户问题。
• 改进账户关系、角色、权限、产品配置和支持历史如何为 AI 和人工辅助支持中的路由与解决提供依据。
• 构建工具，帮助 AI agent 和支持团队理解复杂的 Platform 和 Connect 问题，并采取正确的下一步行动。
• 通过适当的工具、可见性、自动化和上下文指导，使平台能够更有效地支持其关联账户。
• 帮助厘清应由 Stripe、平台还是另一方负责解决用户的问题，并据此路由该问题。
• 创建持续改进循环，将来自 AI agent 对话和支持互动的洞察转化为规模化解决方案。
• 与 Platform、Connect 和对话式 AI 产品团队合作，将支持能力融入关键产品旅程。
任职要求
我们正在寻找符合该职位最低要求的人选。如果你符合这些要求，鼓励你申请。
最低要求
• 7+ 年产品管理经验，不包括实习和 co-op。
• 深厚的用户同理心和对用户体验的高标准。
• 具有从构思到执行领导跨团队计划的经验。
• 具有领导技术产品的经验，或具备计算机科学或类似领域的背景。
• 出色的书面和口头沟通能力。
以上内容由机器翻译自动生成，可能存在错误；投递前请以雇主原文为准。
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职位描述
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
Support Technologies builds the products, platforms, and capabilities behind Stripe’s support experiences. The team helps users resolve issues quickly, supports internal teams, and creates reusable technology that improves support across Stripe.
This role focuses on the complex support needs of Platforms and Connect. Platforms, connected accounts, and their customers each have different relationships with Stripe, access levels, and responsibilities. Resolving an issue often requires understanding who owns the account, which permissions apply, how products are configured, and which party should provide support.
The team is building the foundations for more contextual support across this multi-party ecosystem. A key part of the work is improving Stripe’s customer-facing AI agent so it can understand these relationships, handle complex cases, and provide accurate, personalized resolutions at scale.
What you’ll do
As a Product Manager for Support Experience, you will be responsible for improving the outcomes of Stripe’s user-facing AI agent that holds 100k+ conversations per
岗位职责
As a Product Manager for Support Experience, you will be responsible for improving the outcomes of Stripe’s user-facing AI agent that holds 100k+ conversations per week. You’ll be at the forefront of applied AI, solving problems for businesses and consumers, and redefining what great can look like. You’ll directly build agent capabilities to solve real-world user problems. That means getting hands-on with prompts, evals, skills, tools and the machinery that lets you introspect and identify opportunities within the conversational experience.
• Develop the product strategy and roadmap for Support Technologies serving Platform and Connect use cases.
• Build a deep understanding of the needs of platform operators, connected accounts, Stripe support teams, and platform support teams.
• Improve the capabilities and effectiveness of Stripe’s user-facing AI agent for Platform and Connect support experiences.
• Identify recurring support problems and translate them into reusable product, platform, and AI agent capabilities.
• Build, ship, and iterate on the prompts, skills, tools, and evaluations that enable the AI agent to solve real-world user problems.
• Improve how account relationships, roles, permissions, product configurations, and support history inform routing and resolution across AI and human-assisted support.
• Build tools that help the AI agent and support teams understand complex Platform and Connect issues and take the right next action.
• Enable platforms to support their connected accounts more effectively through appropriate tooling, visibility, automation, and contextual guidance.
• Help clarify whether Stripe, the platform, or another party is responsible for resolving a user’s issue, and route the issue accordingly.
• Create continuous improvement loops that turn insights from AI agent conversations and support interactions into scaled solutions.
• Partner with Platform, Connect, and conversational AI product teams to incorporate support capabilities into critical product journeys.
任职要求
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.
Minimum requirements
• 7+ years of product management experience, excluding internships and co-ops.
• Deep user empathy and a high bar for user experience.
• Experience leading cross-team initiatives from ideation through execution.
• Experience leading technical products or a background in computer science or a similar field.
• Strong written and verbal communication skills.