Stripe is hiring a Product Lead, Support Experience in 4900 Support Eng & PM — Seattle, Washington, United States. 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
Company context from the listing:
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.
About
Company context from the listing:
the team
The Support Experience group develops and applies technology at all points of the user support journey to solve customer problems at scale, keeping millions of business running and unlocking growth across Stripe’s product suite.
What you’ll do
Day-to-day scope for the Product Lead, Support Experience as described in the posting:
As a Product Lead for Support Experience, you will be devising strategy, developing product requirements, and driving execution for critical initiatives that create a world-class support experience for all of Stripe’s customers and users. You’ll be at the forefront of applied AI, solving problems for businesses and consumers, and redefining what great can look like.
You’ll be leading and growing a team of experienced Product Managers who have a track record of delivering high-impact products that elevate the support experience for Stripe’s users and our user-facing support teams. Support is a high-visibility area at Stripe, and you’ll need to be comfortable orienting company leadership around your goals.
Responsibilities
Day-to-day scope for the Product Lead, Support Experience as described in the posting:
- Own and drive the product roadmap for the future of conversational AI and human support at Stripe
- Shape strategy, steer product requirements, and hold a high bar for the execution of high-impact initiatives that impact key segments and top customers.
- Partner with Stripe’s AI teams to unlock opportunities for serving users more effectively
- Build strong relationships with senior leaders across Operations to continually uplevel our human support functions
- Grow and coach a global team of PMs in building systems and platforms for conversational and human agents.
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.
Minimum requirements
Experience and skills the team lists as required:
Our ideal Product Manager will be relentlessly user-focused, comfortable in ambiguity, have strong technical skills, and have the desire to create something new
- 3+ years of managing product managers, 8+ years as a product manager
- Deep user empathy and a high bar for user experience
- Experience developing a multi-year vision, strategy and roadmap for large scale products
- Experience hiring, managing, and building high-performing customer-focused Product Management teams in multiple continents
- Experience leading cross-team initiatives from ideation to execution
- Technical expertise: You’ve led technical products and/or have a background in computer science (or similar)
- Strong written and verbal communication skills
Build a standout application
For the Product Lead, Support Experience at Stripe, reviewers look for concise evidence over buzzwords. Mirror the language of the posting sparingly, quantify support or delivery outcomes, and show how you handled ambiguity, time-zone collaboration and user empathy. Keep your resume to impact, keep your cover note to one page, and link to artifacts — tickets resolved, docs shipped, dashboards owned — that prove you can operate in a fast-moving Web3 team. Prepare to discuss a time you turned a confusing user report into a clear fix and how you measure quality in support and operations.
Web3 hiring values reliability: on-time follow-through, clear writing, and a track record of improving runbooks and tooling. Treat the application as a work sample. For interviews, be ready to walk through how you prioritize across time zones, handle a difficult user, and decide when to escalate versus resolve directly. Show how you document decisions so the next teammate benefits.
In a distributed Web3 org, trust builds through written clarity. Use the cover note to demonstrate it.