产品支持专员
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Product Support SpecialistStripe · Chicago
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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抱负的初创公司——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。
你将做什么
作为我们不断壮大的全球产品支持团队的一员，你将成为提供卓越用户体验的关键推动者。这个角色超越了基础的故障排查——它关乎运用你的技术专长、分析思维和项目管理技能，从战略上改进我们的支持系统、流程和产品质量。
你将负责处理复杂的、技术性的用户问题，并与包括工程和产品在内的跨团队合作来解决这些问题。对 SQL 和 API 的深入理解将让你能够与这些团队有效协作、分析数据以支持决策，并提出推动运营效率的解决方案。你的工作将聚焦于扩展支持运营、创造更好的用户体验，并推动与 Stripe 关键指标（如消费者满意度（CSAT）、联系率和服务水平协议（SLA））相一致的持续改进。
职责
• 分析和排查复杂的技术问题，通过
岗位职责
作为我们不断壮大的全球产品支持团队的一员，你将成为提供卓越用户体验的关键推动者。这个角色超越了基础的故障排查——它关乎运用你的技术专长、分析思维和项目管理技能，从战略上改进我们的支持系统、流程和产品质量。
你将负责处理复杂的、技术性的用户问题，并与包括工程和产品在内的跨团队合作来解决这些问题。对 SQL 和 API 的深入理解将让你能够与这些团队有效协作、分析数据以支持决策，并提出推动运营效率的解决方案。你的工作将聚焦于扩展支持运营、创造更好的用户体验，并推动与 Stripe 关键指标（如消费者满意度（CSAT）、联系率和服务水平协议（SLA））相一致的持续改进。
• 通过直接与用户互动（电子邮件、电话）来分析和排查复杂的技术问题，利用 SQL 提取和解读数据，并运用你对 API 文档的了解。
• 发展产品和平台方面的专业知识，与工程、产品和运营团队紧密合作，诊断并解决用户问题。
• 从战略上优化和扩展支持流程，以提高效率并改善整体用户体验，融入数据驱动的洞察和指标。
• 主导持续改进计划，旨在达成关键绩效指标（SOKR），如消费者满意度（CSAT）、联系率和 SLA 合规性。
• 创建并完善文档，帮助用户通过自助服务解决问题，减少对支持团队的依赖。
• 与产品和工程团队协作并倡导，根据用户反馈主动改进平台，确保产品的长期可靠性。
• 主导跨职能项目，旨在识别当前流程中的低效环节，并推动长期解决方案的实施。
• 不断挑战现状，推动用户支持策略和运营流程的创新。
任职要求
我们正在寻找符合以下要求、能够胜任该职位的人选：
最低要求
• 5 年以上面向客户的产品支持岗位经验，专注于排查技术问题。
• 熟练使用 SQL 进行数据分析和查询，并具备解读数据集的能力。
• 出色的解决问题能力，能够诊断复杂问题并推动其得到解决。
• 具备利益相关者管理的成熟经验，能够影响跨职能团队并推动进展。
• 具备项目管理经验，尤其是在优化流程、工作流或支持运营方面。
• 愿意偶尔在周末和节假日工作（提供调休）。
• 具备较强的分析能力，热衷于通过解读数据来改进决策和结果。
• 能够自如地向技术和非技术利益相关者解释技术概念。
• 熟悉技术环境，并具备诊断和解决高度技术性用户问题的能力。
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。
查看雇主原文
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.
What you’ll do
As part of our growing, global Product Support team, you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, analytical mindset, and project management skills to strategically improve our support systems, processes, and product quality.
You will take ownership of complex, technical user issues and work across teams, including Engineering and Product, to resolve them. A deep understanding of SQL and APIs will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with Stripe's key metrics, such as Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreements (SLA).
Responsibilities
• Analyze and troubleshoot complex technical issues th
岗位职责
As part of our growing, global Product Support team, you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, analytical mindset, and project management skills to strategically improve our support systems, processes, and product quality.
You will take ownership of complex, technical user issues and work across teams, including Engineering and Product, to resolve them. A deep understanding of SQL and APIs will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with Stripe's key metrics, such as Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreements (SLA).
• Analyze and troubleshoot complex technical issues through direct user interaction (email, phone), utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation.
• Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
• Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
• Lead continuous improvement initiatives aimed at hitting key performance metrics (SOKRs) such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance.
• Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
• Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.
• Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
• Constantly challenge the status quo and push for innovation in user support strategies and operational processes.
任职要求
We’re looking for someone who meets the following requirements to succeed in this role:
Minimum requirements
• 5+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
• Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
• Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
• Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
• Experience in project management, particularly in optimizing processes, workflows, or support operations.
• Willingness to work occasional weekends and holidays (with compensatory time off).
• Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes.
• Comfort explaining technical concepts to both technical and non-technical stakeholders.
• Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.