.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 teamAs Stripe's user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Stripe Delivery Center (SDC) strategy will provide operational leverage and expand Stripe's portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. 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.What you'll doIn this role, you will act in a player-coach capacity and will be accountable for supporting 7 Operations Associates. This team is responsible for resolving our users' most challenging and impactful issues, providing exceptional user experience, and contributing to the overall user satisfaction.To be a fit, you will have a coaching mindset, proven ability to communicate at different levels, a track record of driving operational performance, possess a deep expertise in customer service, and a passion for inspiring a team to deliver an incredible user experience.ResponsibilitiesGuide your team in troubleshooting and solving external user issuesOngoing management of the operational performance of your team to deliver KPIsHelp scale our operations and improve user experience by identifying process improvementsManage capacity and scheduling, dividing and assigning work between team membersEnsure your team has all the skills and resources needed to be successful in their roleSet clear goals and expectations for individual and team performanceFoster a culture of continuous improvement to refine team processes and proceduresSupport recruitment and hiring initiativesCoach and mentor individuals to meet career via structured career development conversationsProvide continuous performance feedback and facilitate periodic formal performance reviewsDrive and own initiatives that make the team a warm and welcoming place to workKeep the team engaged and motivated towards their workWho you areWe'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
