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Own complex technical user issues, troubleshoot via email and phone, use SQL and API knowledge to analyze data, and drive resolutions with Engineering and Product teams.
4+ years in product support, strong SQL and API skills, Mandarin business proficiency, solid problem‑solving, stakeholder and project management experience.
The role directly improves user experience and supports Stripe’s mission to grow internet GDP by scaling support operations, enhancing CSAT, contact rates, and SLA compliance.
Candidates who enjoy deep technical problem solving, cross‑functional collaboration, and driving process improvements while communicating fluently in Mandarin.
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.
As part of our growing, global Product Support team, you'll be a critical driver in delivering excellent user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, problem-solving mindset, and project management skills to strategically improve our support systems, processes, and product quality.
You'll own complex technical user issues and coordinate with cross-functional teams, including Engineering and Product, to drive them to resolution. A deep understanding of SQL and APIs allows you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work focuses on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with our key metrics, such as Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreements (SLA).
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.
Stripe
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