Team Lead, Quality Analyst, Product Support Operations

As Stripe’s user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Product Support Operations (PSO) team plays a key role in efficiently solving our users’ issues. As part of our PSO team, you...

Our Quality team sits at the heart of that mission. We are responsible for defining and upholding the standards that shape every user interaction across our support verticals. We believe that quality is not just a score — it is a reflection of the care and expertise we bring to every user, every time.

In this role, you will own quality outcomes at your site, leading a team of approximately 6 Quality Analysts spanning multiple support verticals. Your team plays a critical role in upholding the quality standards that underpin the experience we deliver to Stripe's users and you will be the person who drives that sta...

In this role, you will own quality outcomes at your site, leading a team of approximately 6 Quality Analysts spanning multiple support verticals. Your team plays a critical role in upholding the quality standards that underpin the experience we deliver to Stripe's users and you will be the person who drives that standard forward at your site.
Beyond your team, you will serve as a key voice in the evolution of our quality program and a strategic partner to vertical leads. To be a great fit, you will have a quality first mindset, the ability to translate data into action, a track record of coaching others to grow, and the cross functional credibility to influence without authority across a multi vertical environment.
Own UIQ quality scores across all verticals at your site, driving teams to meet and sustain a minimum 90% quality score
Serve as the final escalation layer for Disputes at your site, ensuring fair, consistent, and well reasoned outcomes
Review quality trends for each vertical at your site, identifying patterns and surfacing risks before they become issues
Complete case work to stay close to the day to day realities of the verticals’ subject matter and maintain subject matter familiarity
Participate in calibration sessions across verticals to drive alignment and consistency in scoring
Help lead rubric updates and contribute to the continuous evolution of our quality framework
Drive projects at the quality program level, contributing to broader initiatives that improve how quality is measured and managed across PSO
Deliver high-level quality reporting for all verticals at your site, providing leadership with a clear and actionable view of performance
Provide insights and recommendations back to vertical leads, translating quality data into concrete operational guidance
Manage and develop a team of ~6 Quality Analysts representing verticals including Payments, Revenue Suite, Account & Connect, Money Management, Enterprise, and Community Ops
Set clear goals and expectations for individual and team performance
Coach and mentor individuals through structured career development conversations
Provide continuous performance feedback and facilitate formal performance reviews
Foster a culture of continuous improvement and psychological safety within the team
Drive and own initiatives that make the team an engaging and motivating place to work
Support recruitment and hiring initiatives as the team evolves

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.
Experience coaching or leading teams, with a demonstrated ability to manage and develop individual performance
Prior experience in a QA or quality assurance capacity within a product support or customer service organisation
Experience mentoring others and delivering constructive, growth-oriented feedback
Proven subject matter expertise in product support or customer service operations
Ability to work cross-functionally across multiple teams or verticals to drive results and foster partnership
Strong analytical skills — able to identify trends in quality data and translate them into clear, actionable insights
Excellent interpersonal and written communication skills
Exemplary planning and time management skills, balancing people leadership, reporting, and program-level responsibilities
Experience delivering quality or business performance reporting to leadership
Experience participating in or facilitating calibration sessions
Experience contributing to rubric development or quality framework design
Experience with new process launches and continuous improvement initiatives

 
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