Social Media, Customer Support Associate (Includes Weekend Rotations)

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 a million support c...

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. OAs will work on workflows which are considered to be "medium complexity" or sensitive in nature, therefore requiring internal Stripe-level systems and tools access, meaning that it cannot be outsourced. As the SDC matures and capability is established, we can expect the complexity of work at SDC to increase, and additionally aspire to drive improvements in the work we are responsible for.
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

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 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.
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.