Product Support - Bridge

New York, Seattle, San Francisco · US · 5+ years experience · Posted Oct 1, 2026

At a glance

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 the growing Product Support team, you will be a critical driver in delivering outstanding user experiences by going beyond basic troubleshooting.
This role involves using technical expertise, a diagnostic mindset, and project management skills to improve support systems, processes, and product quality.

Analyze and troubleshoot complex technical issues through direct user interaction, using SQL to extract and interpret data alongside API documentation.
Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
Optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
Lead continuous improvement initiatives aimed at achieving key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and service-level compliance.
Create and refine documentation to empower users to resolve issues through self-service, reducing dependency on support teams.
Partner with Product and Engineering to advocate for platform improvements based on user feedback and ensure long-term product reliability.
Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
Challenge the status quo and drive innovation in user support strategies and operational processes.

5+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
Experience working with APIs.
Strong problem-solving skills, with the ability to diagnose complex issues and drive them to resolution.
Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
Experience in project management, particularly in optimizing processes, workflows, or support operations.

Strong data analysis skills, with a passion for interpreting data to improve decision-making.
Ability to explain technical concepts to both technical and non-technical stakeholders.
Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.