社交媒体，客户支持专员
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Social Media, Customer Support AssociateStripe · Bengaluru
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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。这意味着你拥有一个前所未有的机会，在从事你职业生涯中最重要的工作的同时，让全球经济触手可及。
关于团队
Stripe 在构建时就将简洁性放在首位。我们努力为所有用户提供无缝体验，无论他们是独立企业、初创公司、中小企业还是大型企业，我们的使命是为所有 Stripe 用户提供尽可能最佳的支持体验。如今，Stripe 每年处理超过一百万件支持案例，并处理数百万笔内部交易。我们将通过以新颖、面向解决方案的方式思考支持，并将运营视为 Stripe 所有增长不可或缺的推动力，来实现卓越。
Stripe 面临着独特的运营问题，这些问题既源于我们的规模类型，也源于我们因“增长互联网的 GDP”而合作的业务类型。Stripes 利用对我们产品、金融行业和资金流动以及我们流程的理解，来支持内部和外部用户。要做到这一点，我们需要投入大量资源来亲自构建这种体验。
你将做什么
Stripe 正在推出 Stripe Delivery Centers——一个全新的全球团队，旨在为未来十年设计、实施并发展 Stripe 的运营。我们正在寻找充满活力且富有好奇心的人，他们热衷于解决全球用户问题、构建运营、推动流程改进，并希望在一线参与构建
岗位职责
Stripe 正在推出 Stripe Delivery Centers——一个全新的全球团队，旨在为未来十年设计、实施并发展 Stripe 的运营。我们正在寻找充满活力且富有好奇心的人，他们热衷于解决全球用户问题、构建运营、推动流程改进，并希望在一线参与为 Stripe 构建这一全新运营能力并加速 Stripe 的增长。如果你喜欢具有挑战性的大规模问题，并且是一位出色的团队成员，我们期待你的消息！
• 通过高效且准确地解决社交媒体平台（例如 X、Linkedin、Facebook 等）上的问题，提供卓越的 Stripe 体验
• 帮助解决通过社交媒体升级的问题，包括技术产品问题，并努力防止这些问题再次发生。
• 与 Stripe 内部团队（例如 Comms、Incident Ops、Risk）合作，作为高风险用户问题的最终升级点，并以用户优先的心态主动发起事件报告。
• 协调来自 Stripe 领导层的高管升级事项，并与其他团队合作
• 贡献并管理专注于改善 Stripe 用户体验的新项目
• 识别运营流程缺口，并启动持续改进，以加速全球规模化，同时为 Stripe 用户提供卓越体验。
• 参与为 Stripe 构建一个全新团队和运营文化
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，我们鼓励你申请。优先资格是加分项，而非要求。
最低要求
• 你有 2 - 5 年社交媒体支持经验和/或对通过这些渠道（例如 Twitter、Linkedin、Facebook）解决用户问题感兴趣
• 你有客户支持和面向外部用户运营的相关经验。
• 你具备用户优先的心态，并因解决难题的挑战而充满动力
• 你具备出色的书面和口头沟通能力
• 你具备用户优先的心态，并因解决难题的挑战而充满动力，善于利用流程导向的方法以及对技术产品的好奇心。
• 你擅长分析性思维和问题解决
• 你具备流程导向的思维方式和把事情做成的能力
• 你喜欢在办公室环境中工作，并具备强大的跨团队协作和支持能力
• 你能够分清优先级，并喜欢在快速变化的环境中工作
• 你谦逊，并且在跨团队以及与外部合作伙伴良好合作方面有可靠的成绩记录
• 你愿意在周末工作一天，作为补偿你将获得一个工作日调休；SDC 在白天时段运营，采用 9 小时轮班制（包括 1 小时带薪午休），排班时间介于早上 6 点至晚上 10 点之间。
• 具备用户支持方面的相关经验或知识
• 具备参与项目或流程改进计划的相关经验
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
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 a million support cases per year and processes millions of internal transactions. We’re going to achieve excellence by thinking of support in a novel, solution-oriented way, and viewing operations as an integral enabler of all of Stripe’s 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 is launching Stripe Delivery Centers - a brand new global team to design, implement and grow Stripe’s operations for the next decade. We are looking for dynamic and curious people that have a passion for solving global user issues, building operations, drive process improvement and want to play a front-line role in buil
岗位职责
Stripe is launching Stripe Delivery Centers - a brand new global team to design, implement and grow Stripe’s operations for the next decade. We are looking for dynamic and curious people that have a passion for solving global user issues, building operations, drive process improvement and want to play a front-line role in building this new operational capability for Stripe and accelerating Stripe’s growth. If you like challenging, scaled problems and are an amazing teammate, we want to hear from you!
• Deliver exceptional Stripe experience by efficiently and accurately resolving issues across social media platforms (e.g., X, Linkedin, Facebook, and others)
• Help resolve issues that are escalated via social media, including technical product questions, and work to prevent those issues from happening again.
• Partner with internal teams across Stripe (e.g., Comms, Incident Ops, Risk), serving as the ultimate escalation point for high-stakes user issues and proactively initiating incident reports with a user-first mindset.
• Coordinate executive escalations from Stripe’s leaders with other teams
• Contribute and manage new programs focused on improving the Stripe user experience
• Identify operational process gaps and initiate continuous improvements to accelerate global scale while delivering an exceptional experience for Stripe users.
• Be part of building a brand new team and operational culture for Stripe
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. The preferred qualifications are a bonus, not a requirement.
Minimum requirements
• You have 2 - 5 yrs of experience with social media support and/or an interest in resolving user issues through those channels (eg. Twitter, Linkedin, Facebook)
• You have prior experience in customer support and external user facing operations.
• You have a user first mindset and are energized by the challenge of solving difficult problems
• You have excellent communication skills, both written and verbally
• You have a user first mindset and are energized by the challenge of solving difficult problems, leveraging a process-oriented approach and a curiosity for technical products.
• You excel in analytical thinking and problem solving
• You have a process-oriented mindset and 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 day for which you will receive a weekday off in lieu; 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.
• Prior experience or knowledge in user support
• Prior experience working on projects or process improvement initiatives