Stripe | $178,600-$268,000
Steph's Notes:
We have to be able to build things quickly to support the fastest growing startups and platforms in the world, while also being reliable, trustworthy, and sometimes profoundly boring.
Man, I can't tell you how refreshing it is to read something like this. Yes! Our tech should be reliable and boring! It's not good to move fast and break things!
Stripe's Careers page might be the most grounded I've ever read. I appreciate that.
You came to this page for a reason. Now we hope you’ll take the next step and come talk to us about whether one of our open roles is a good fit. We’re hiring talented people like you all the time. We hope you’re next.
I love welcoming statements like this that celebrate what candidates have to offer. It's just a nice change over that "Do you think you have what it takes to be a BeeBooJollyWobblyWoofer? Dance, minion!" nonsense.
This role sounds fascinating and the pay is fantastic. I see no flags, so we've got our first (and only?) Green Means Go of the week.
Also, I'm not sure if they're trying to draw candidates from different places for this one role or if they're hiring more than one Product Manager, Support Experience, but there are several other openings with this title available. There are also several other open Support positions of various types and levels, both in the U.S. and internationally.
Original Job Description: Product Manager, Support Experience
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
The Support Experience team develops and applies technology at all points of the user support journey to solve customer problems at scale, unlocking growth across Stripe’s product suite.
What you’ll do
As a Product Manager on the Support Experience PM team, you’ll be responsible for defining the strategy for High Impact Support - solve the recurring problems that disproportionately affect our largest customers and cause the most user pain. You’ll need to tackle this space from multiple angles, from motivating product teams at Stripe to understand and improve product quality, to building systems that allow for repeatable problem solving by both users and our support team. You’ll need to create observability across inbound and outbound volume to find the high impact drivers of poor experiences; and build the flywheels that will leverage our internal and external systems to continuously improve how problems are resolved and products are built.
Responsibilities
- Drive significant increases in product quality across the company leveraging support data
- Build the flywheels for improving support outcomes and enabling users to self-solve issues by creating scalable knowledge and workflow strategies.
- Partner closely with Product Managers for the Self-Serve and Agent Platforms to define and instrument user journeys across our products so we can understand how success differs by journey and where we should invest
- Define the data strategy for delivering an effective and efficient support experience
- Create a platform that can be leveraged across the support journey to turbocharge users and support agents’ ability to solve problems directly and reliably.
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
Our ideal Product Manager will be relentlessly user-focused, comfortable in ambiguity, have strong technical skills, and the desire to create something new.
- Computer Science background or equivalent technical skills
- Strong analytical abilities and experience with metrics
- An ability to craft a vision and strategy and drive the roadmap toward it
- A deep empathy for users
Preferred qualifications
- Software engineering experience, a computer science or engineering degree, or similar technical experience
Hybrid work at Stripe
This role is available either in an office or a remote location (typically, 35+ miles or 56+ km from a Stripe office).
Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.
A remote location, in most cases, is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently or plan to live.
Pay and benefits
The annual US base salary range for this role is $178,600 - $268,000. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.
Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.
Please find our California applicant personal information notice here.
We look forward to hearing from you
At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.
