About the Job
Community Operations manages Stripe’s support presence across public developer and merchant communities. The team responds across channels including X, Reddit, LinkedIn, Facebook, YouTube, and app-store reviews. Because these interactions are public and one-to-many, each response can influence user trust, Stripe’s b...
The team combines responsive community support with proactive signal detection. We identify recurring questions, emerging risk, product friction, documentation gaps, and opportunities to improve how Stripe supports its community.
As a Community Operations Specialist, you will represent Stripe across public developer and merchant communities. You will independently assess and coordinate complex or high-visibility community cases, including situations involving influential users, executive tags, rapid amplification, privacy concerns, and incom...
Key Responsibilities
You will maintain strong queue performance while building experience in higher-impact Specialist work. For novel, highly sensitive, or incident-level decisions, you will work with senior Specialists and cross-functional partners to determine the safest path forward.
Manage community interactions across supported platforms while consistently meeting quality, productivity, and responsiveness expectations.
Act as an escalation point for complex, sensitive, ambiguous, or high-visibility community cases, including influential users, executive tags, media-adjacent attention, rapid amplification, cross-platform misinformation, and privacy or brand concerns.
Support teammates as they navigate complex cases by providing actionable feedback and explaining the reasoning behind recommended responses and escalation decisions.
Recognize potential social-media incidents or high-risk situations and engage a senior Specialist or incident lead before making a novel or material-risk public commitment.
Participate in incident response under senior Specialist guidance, maintaining clear ownership and communication.
Gather relevant facts, identify stakeholders and risks, consider response options, and recommend a safe path forward for escalated cases.
Use dashboards, queue reviews, social-listening reports, and basic operational data to identify patterns and support decisions; develop familiarity with basic queries where helpful.
Communicate clear product, user, and risk signals to cross-functional partners such as Product, Risk, Comms, and Docs.
Contribute to trend summaries, incident retrospectives, product-signal reports, playbooks, and internal knowledge resources.
Own defined components of pre-scoped improvement projects, maintaining a plan and communicating progress, dependencies, blockers, and risks.
Capture reusable lessons from escalations and share them through team documentation and knowledge-sharing forums.
Required Skills & Abilities
We’re looking for someone who meets the minimum requirements to be considered for the role. Preferred qualifications are helpful but not required.
Experience in public-facing support, community operations, technical support, or a comparable user-facing operational environment.
Exceptional written judgment, with the ability to communicate complex or unfavorable information clearly, empathetically, and safely in public forums.
Sound judgment when handling ambiguity, sensitive user situations, incomplete information, and potential reputational risk, with the ability to prioritize competing cases using user impact, urgency, sensitivity, privacy risk, and public amplification.
Demonstrated ownership and the ability to organize work, follow through on commitments, and communicate blockers early.
Ability to guide or support less-experienced teammates using clear, actionable feedback and sound reasoning.
Comfort using dashboards, queue reviews, and basic operational data to identify patterns and support decisions; willingness to develop basic query skills where helpful.
Ability to collaborate effectively with teammates and cross-functional stakeholders.
Receptiveness to feedback and evidence of applying feedback to improve performance.
Familiarity with Stripe products, payments, financial technology, APIs, or developer-facing support.
Experience supporting users through public or social channels.
Familiarity with incident response, social escalation, moderation, or brand-risk workflows.
Experience contributing to operational-improvement projects, root-cause investigations, or knowledge-management initiatives.
Familiarity with operational reporting, social-listening data, SQL, or other data-analysis tools.
