Stripe is hiring a Social Media, Customer Support Associate (Includes Weekend Rotations) in 4128 SDC - Product Support — Mexico. The overview below is synthesized from the employer posting on stripe.com: factual requirements and scope are preserved, but prose is rewritten with editorial context. Verify details and apply via the employer link.
Who we are
About Stripe
Company context from the listing:
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.
At Stripe, our Mexico City office is a vibrant hub at the forefront of our mission to reshape the financial landscape for businesses worldwide. Our team prioritizes collaboration, innovation, and excellence.
We cultivate a culture of collaboration, inclusivity, and support where every team member's voice matters. Our commitment shines through as we handle over a million support cases each year, empowering our users not just to solve problems but to achieve their goals.
About the team
Company context from the listing:
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.
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 their 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
Day-to-day scope for the Social Media, Customer Support Associate (Includes Weekend Rotations) as described in the posting:
The role of Ops Associate can be interpreted as a Stripe "athlete" that will engage in either internal-facing or external-facing (e.g., support, risk) workflows, or both. OA roles will be highly operational in nature and will largely be aligned with case-level or process-type work.
Responsibilities
Day-to-day scope for the Social Media, Customer Support Associate (Includes Weekend Rotations) as described in the posting:
- Deliver exceptional Stripe experience by efficiently and accurately resolving issues across social media platforms (e.g., X, LinkedIn, Facebook, and others)
- Help resolve issues that are escalated via social media, including technical product questions, and work to prevent those issues from happening again
- Partner with internal teams across Stripe (e.g., Comms, Incident Ops, Risk), serving as the ultimate escalation point for high-stakes user issues and proactively initiating incident reports with a user-first mindset
- Coordinate executive escalations from Stripe's leaders with other teams
- Contribute to and manage new programs focused on improving the Stripe user experience
- Identify operational process gaps and initiate continuous improvements to accelerate global scale while delivering an exceptional experience for Stripe users
- Be part of building a brand-new team and operational culture for Stripe
Who you are
Experience and skills the team lists as required:
The listing frames the Social Media, Customer Support Associate (Includes Weekend Rotations) at Stripe as a hands-on product role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.
Minimum requirements
Experience and skills the team lists as required:
- You have experience with social media support or an interest in resolving user issues through those channels (e.g., Twitter, LinkedIn, Facebook).
- You have prior experience in customer support and external user-facing operations.
- You have a user-first mindset and are energized by the challenge of solving difficult problems, leveraging a process-oriented approach and a curiosity for technical products.
- You have excellent communication skills, both written and verbal.
- You excel in analytical thinking and problem solving.
- You have a process-oriented mindset and ability to get things done.
- 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.
- You're willing to work a weekend day for which you will receive a weekday off in lieu. The CDMX Operations team operates during daytime hours in 9-hour shifts (including 1-hour paid lunch break) scheduled to fall between the hours of 6am and 10pm.
Preferred qualifications
Experience and skills the team lists as required:
- Prior experience or knowledge in user support
- Prior experience working on projects or process improvement initiatives
- Prior experience or technical proficiency with Sprinklr will be an added advantage.