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 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!
Responsibilities
- Work with merchants, from successful venture-backed startups to well established institutions
- Investigate and action/triage escalations across multiple channels, while providing accurate and timely responses
- Own various operational processes that the team performs such as risk user experience reviews and handling urgent risk-related escalations from internals or Financial Partners, whilst upholding a strong commitment to process excellence and clear documentation
- Identify risk factors and trends and further report these identifiers to the wider risk team to ensure consistency in partnership
- Utilize analytics to optimize strategies which can be enforced across Stripes portfolio
- Maintain regular communication with our cross-functional stakeholders, setting up recurring business meetings as necessary
- Identify gaps in current systems, policies and strategies, and recommend enhancements and process improvements
- Uplevel the internal understanding of Stripe’s real-world impact on users, and improve internal processes and workflows to optimize outsourcing and reduce overall escalation rates
- Build scalable solutions across Stripe to ensure Risk support best practices and standards are successfully implemented throughout the user experience
- Utilize subject-matter expertise to partner with cross-functional teams in developing and improving processes and products related to Risk UX
- Participate in monthly, quarterly, and annual business reviews for the Risk UX Operations team
Who you are
We are looking for someone passionate about improving the risk user experience, the payments ecosystem, educating other Stripes in a complex area of risk, naturally curious and has a strong desire to challenge the status quo. This person will work alongside a global team of risk analysts and strategists and build cross functional partnerships with operations, engineering, sales, treasury, vendor management teams and more!
The right candidate for this role will have a minimum of two years experience in user experience related projects and who has successfully worked on establishing and improving operational processes and user facing workflows. You will be on the front lines, handling sensitive, complex user-facing issues. You’ll leverage learnings from these user interactions to build at-scale, proactive, users-first support solutions. You’ll also help shape team strategy and execute on team objectives using complex project management, cross-functional collaboration, and data-driven decision making.
Minimum requirements
- 2+ years of experience in a customer facing role related to operations, compliance, risk, trust & safety or a similar space
- Strong communication skills and can explain highly technical topics to technical and non-technical audiences
- The ability and desire to challenge the status quo and work in a deeply ambiguous space
- Experience using data to propose creative solutions to both tactical and strategic problems
- Creativity when solving problems from a customer perspective and is pragmatic when solving them
- Deep empathy for entrepreneurs running a business, and are motivated to solve problems to empower them
- Experience analyzing user feedback patterns and use these insights to drive process and product improvements
- Experience with complex and sensitive user facing issues relating to privacy, user safety, fraud, and supportability
- Experience in SQL/Redshift
- Project/Program Management experience
- You possess experience in risk analysis, investigations or risk operations
- You have excellent English communication skills, both written and verbally
- You excel in analytical thinking and problem solving, with experience using data to make assessments / judgment
- 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
- Flexible for weekend shifts as needed
Preferred qualifications
- Risk experience in payments, e-commerce, or fintech mitigating digital/card-not-present risk
- Knowledge of risk schemes, risk prevention methods, and risk detection tools
- Prior risk experience across multiple industries/verticals
- Experience in a high growth technology company
- Experience working from a queue