Enterprise Support Specialist

1 week ago

Singapore Stripe Full time
Enterprise Support Specialist

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


As a part of the Enterprise Support Team, you'll spend most of your time interacting directly with our users and ensuring that they have a stellar Stripe experience.


What you'll do

  • Own and managed business critical escalations and incidents
  • Become the expert in all Stripe products, deeply understanding our processes and workflows in order to resolve user issues
  • Manage a small portfolio of users, to whom you'll be directly accountable for analyzing and improving their support experience, providing contextual insight regarding users' experience with support to account team stakeholders
  • Work with Engineering and other Operations teams to diagnose and solve technical user problems
  • Develop relationships with users and identify opportunities to improve support and overall experience with Stripe
  • Analyze and optimize our support documentation and processes to improve our users' experiences and help scale our operations

Responsibilities

Casework

  • Become the expert in all Stripe products & how our largest users use them with their unique integrations, in order to comprehensively resolve user issues with contextaware support

On-call

  • Own & manage business critical escalations and incidents from start to finish
  • Iterate & improve service delivery for business critical escalations in order to delight our largest users who value quick resolution and proactive communication to any outages

Support Partner/Projects

  • Manage a small portfolio of 12 users, to whom you'll be directly accountable for analyzing and improving their support experience, providing contextual insight regarding users' experience with support to account team stakeholders. These users are either new to Enterprise support or are a heavy user of support
  • Analyze and optimize our support documentation and processes to improve our users' experiences and help scale our operations
  • Identify and lead initiatives across our 5 pillars (Prevention, Availability, Effectiveness, Satisfaction, Effortlessness) to enable the team to provide a bestinclass support experience to our largest users at scale

Who you are
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

  • Embodies an empathetic, userfirst mindset and embodies Stripe's operating principles
  • Has exposure to or experience with managing relationships with large, exceptionally complex/senior level stakeholders
  • Exhibits an investigative mindset, strategic thinking, high attention to detail, and crossfunctional coordination skills
  • Can demonstrate technical aptitude, having experience with data analysis or use of technical tools to troubleshoot user issues
  • Has demonstrated ability to problem solve with mínimal guidance in a rapidly changing environment
  • Has exceptional written, verbal, and presentationbased communication skills and the ability to translate complex solutions to users simply and clearly
  • Will work willingly at least two weekend days per quarter, and two holiday days per year you'll receive a weekday off of your choosing the week following a weekend shift

Preferred qualifications

  • Prior experience with or exposure to SQL, Tableau, Hubble and APIs
  • Some background experience in account management, customer experience, program management or project management
  • Comfortability learning new functions and features of technical products
  • Experience leveraging rootcause analyses to make data driven decisions
Job ID

  • Ai Sales Specialist- Apac

    1 week ago

    Singapore Hewlett Packard Enterprise Full time

    AI Sales Specialist APAC & IndiaThis role has been designated as 'Edge', which means you will primarily work outside of an HPE office.Responsibilities: Develop AI sales pipeline by working with Account managers, partners, other specialists in the team. Develop AI strategies for key accounts across the region. Establish a professional and consultative,...

  • Medium Enterprise Relationship Manager

    3 weeks ago

    Singapore HAYS SPECIALIST RECRUITMENT PTE. LTD. Full time

    Roles & ResponsibilitiesYour new companyA renowned, reputable and world-leading international bank with a strong global presence is looking for a Medium Enterprise Relationship Manager to join their dynamic team here in their Singapore office.Your new roleTo achieve individual financial and non-financial targets by acquiring, growing and retaining profitable...

  • Medium Enterprise Relationship Manager

    3 weeks ago

    Singapore HAYS SPECIALIST RECRUITMENT PTE. LTD. Full time

    Roles & ResponsibilitiesYour new companyA renowned, reputable and world-leading international bank with a strong global presence is looking for a Medium Enterprise Relationship Manager to join their dynamic team here in their Singapore office.Your new roleTo achieve individual financial and non-financial targets by acquiring, growing and retaining profitable...

  • IT & Operations Support Specialist

    2 months ago

    Singapore COVENTRY ENTERPRISES (SINGAPORE) PTE. LTD. Full time

    Roles & ResponsibilitiesAbout UsCoventry Enterprises Singapore is a company owned by Coventry University Enterprises, the commercial subsidiary of Coventry University, one of the UK’s fastest growing and most successful business focused universities.Coventry University Enterprises has an enviable track record in the commercial application of Serious Games...

  • IT Support Specialist

    3 weeks ago

    Singapore AMSPEC TESTING SERVICES PTE. LTD. Full time

    Roles & ResponsibilitiesBrief Description:Join our dynamic IT department at AmSpec Singapore, where we ensure operational excellence across our global enterprise. We are seeking a knowledgeable IT Support Specialist with expertise in desktop support, networking, and system administration. This role is crucial in maintaining our IT infrastructure and...

  • IT Support Specialist

    1 month ago

    Singapore AMSPEC TESTING SERVICES PTE. LTD. Full time

    Roles & ResponsibilitiesBrief Description:Join our dynamic IT department at AmSpec Singapore, where we ensure operational excellence across our global enterprise. We are seeking a knowledgeable IT Support Specialist with expertise in desktop support, networking, and system administration. This role is crucial in maintaining our IT infrastructure and...

  • Technical Support Specialist

    1 week ago

    Singapore Nuvei Full time

    Technical Support Specialist_ Hybrid_The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow.WE ARE NUVEI Nuvei (NASDAQ:NVEI) (TSX:NVEI) the Canadian fintech company accelerating the business of clients around the world. Nuvei's modular, flexible and scalable technology allows...

  • Enterprise Architect

    2 months ago

    Singapore M1 Limited Full time

    About M1 M1 is Singapore\xe2\x80\x99s most vibrant and dynamic communications company, providing mobile and fixed services to over two million customers. M1\xe2\x80\x99s vision is to enable digital services with an elastic Cloud-native and modular technology stack and offer hyper-personalized and predictive service experiences for both consumers and...

  • Enterprise Architect

    3 weeks ago

    Singapore M1 Limited Full time

    About M1 M1 is Singapore\xe2\x80\x99s most vibrant and dynamic communications company, providing mobile and fixed services to over two million customers. M1\xe2\x80\x99s vision is to enable digital services with an elastic Cloud-native and modular technology stack and offer hyper-personalized and predictive service experiences for both consumers and...

  • Technical Ai Solution Specialist Apac

    1 month ago

    Central Region, Singapore Hewlett Packard Enterprise Full time

    Technical AI Solution Specialist - APAC This role has been designated as \xe2\x80\x98Hybrid\xe2\x80\x99 with an expectation that you will work on average 2-3 days per week from an HPE office.Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act...

  • Technical Ai Solution Specialist Apac

    1 month ago

    Central Region, Singapore Hewlett Packard Enterprise Full time

    Technical AI Solution Specialist - APAC This role has been designated as \xe2\x80\x98Hybrid\xe2\x80\x99 with an expectation that you will work on average 2-3 days per week from an HPE office.Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and...

  • Technical Ai Solution Specialist Apac

    3 weeks ago

    Central Region, Singapore Hewlett Packard Enterprise Full time

    Technical AI Solution Specialist - APAC This role has been designated as \xe2\x80\x98Hybrid\xe2\x80\x99 with an expectation that you will work on average 2-3 days per week from an HPE office.Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act...

  • Technical Ai Solution Specialist Apac

    3 weeks ago

    Central Region, Singapore Hewlett Packard Enterprise Full time

    Technical AI Solution Specialist - APAC This role has been designated as \xe2\x80\x98Hybrid\xe2\x80\x99 with an expectation that you will work on average 2-3 days per week from an HPE office.Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and...

  • IT Support Specialist

    1 week ago

    Singapore Rekuten Global Full time

    Job Description:Situated in the heart of Singapore's Central Business District, Rakuten Asia Pte. Ltd. is Rakuten's Asia Regional headquarters. Established in August 2012 as part of Rakuten's global expansion strategy, Rakuten Asia comprises various businesses that provide essential value-added services to Rakuten's global ecosystem. Through advertisement...

  • Senior Executive, Enterprise Risk Management

    1 week ago

    Singapore Eames Consulting Full time

    Senior Executive, Enterprise Risk ManagementWe are partnering with an international organisation focused on the real estate segment. They are a reputable establishment with a global portfolio and presence. Based in Singapore, you will be the Enterprise Risk specialist working alongside a team of specialists.Job Description: Work with a team of enterprise...

  • Enterprise Support Manager

    1 week ago

    Singapore Amazon Web Services Singapore Private Limited Full time

    Track record of leading high performing teams Track record of building up a business Previous customer facing experience with strong executive presence Strong customer focus and bias for action; and ability to work with remote teamsAre you a Customer Obsessed Technology Leader looking to manage a successful, growing team of cloud technologists?The RoleWe're...

  • Enterprise Architect

    2 months ago

    Singapore M1 Limited Full time

    About M1 M1 is Singapore\xe2\x80\x99s most vibrant and dynamic communications company, providing mobile and fixed services to over two million customers. M1\xe2\x80\x99s vision is to enable digital services with an elastic Cloud-native and modular technology stack and offer hyper-personalized and predictive service experiences for both consumers and...

  • Enterprise Architect

    3 weeks ago

    Singapore M1 Limited Full time

    About M1 M1 is Singapore\xe2\x80\x99s most vibrant and dynamic communications company, providing mobile and fixed services to over two million customers. M1\xe2\x80\x99s vision is to enable digital services with an elastic Cloud-native and modular technology stack and offer hyper-personalized and predictive service experiences for both consumers and...

  • Director, Head of Enterprise Applications Support

    1 week ago

    Singapore Ambition Full time

    Our client is a leading financial services institution with over 70 years of history and enjoys a strong global presence, with their APAC headquarters based in Singapore. They are also a well-known household brand amongst customers across the region.Due to head expansion, they are currently looking for a Director, Head of Enterprise/Corporate Technology...

  • Solution Specialist

    4 weeks ago

    Singapore Cognizant Full time

    Role: Solution Specialist, Digital Process Automation Geographical Coverage: ASEAN Base Location: Singapore About Cognizant Integration and Process Management (IPM) Practice The Integration and Process Management (IPM) practice focuses on providing Enterprise Integration and Process Automation and Orchestration solutions to enterprises globally. It is one...