Operations Associate - Managed Support (Includes Weekend Rotation)

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. As a member of the Mexico City team, you'll be part of a mission-driven community dedicated to enhancing the ...

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.

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. Today, Stripe handles over 1 million support c...

Stripe launched Stripe Delivery Centers—a new global team to design, implement, and grow Stripe operations for the next decade. We are looking for dynamic and curious people who have a passion for solving global user issues, building operations, driving process improvement, and playing a front-line role in building this new operational capability for Stripe and accelerating growth. If you like challenging, scaled problems and are an amazing teammate, we want to hear from you.
Troubleshoot and solve external user issues
Analyze our processes and instigate changes to help scale our operations and improve user experience
Work closely with other Stripe teams to improve our product offerings and messaging around new products and features
Gain unique insights into how thousands of businesses on Stripe scale and operate
Have an opportunity to learn how Stripe operates from the ground up and make a real impact on the future of the organization
Be a part of building a brand new team and operational culture for Stripe
Partner with global operations specialists or business process owners to run a critical workflow

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.
You have a user-first mindset and are energized by the challenge of solving difficult problems.
You have excellent communication skills, both written and verbal.
You excel in analytical thinking and problem solving.
You have prior experience in customer service or internal and external user-facing operations.
You enjoy learning about technical products and processes. You are an organized self-starter with a passion for finding solutions to our users' challenges.
You have a process-oriented mindset and the 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 shift pattern (either Sun-Thur (with Fri and Sat off) or Tue-Sat (with Sun and Mon off)). The SDC operates during daytime hours in 9-hour shifts (including 1-hour paid lunch break) scheduled to fall between the hours of 6am and 10pm.
Prior experience or knowledge in user support
Prior experience in troubleshooting
Prior experience working on projects or process improvement initiatives