Description

You will lead a team of Operations Associates responsible for resolving complex user issues, driving operational performance, and improving user experience at Stripe. You'll coach team members, manage KPIs, and scale operations through process improvements.

Requirements

• 5+ years coaching/leading Customer Service teams with performance management
• Experience mentoring and providing constructive feedback
• Delivering weekly and monthly business metrics and reporting
• Subject matter expertise in Customer Service
• Excellent written and verbal communication skills

Responsibilities

• Guide team troubleshooting and resolving external user issues
• Manage team operational performance to deliver KPIs
• Identify process improvements to scale operations and improve user experience
• Manage capacity, scheduling, and work assignment
• Coach and mentor team members via career development conversations