Support Products builds the user interfaces and infrastructure that lets Stripe users talk to Stripe teams thousands of times every day.
Businesses that run on Stripe, from fledgling upstarts to household names, place significant trust in Stripe to accelerate their success. This makes our user-facing teams, and the software layer that connects them with users, mission-critical: users need fast, accurate, contextualized answers to their questions, 24/7, over phone, chat, and email.

The Support Products team builds and improves Stripe’s support experience, including paid support offerings, from end to end: how users get help within our products, how they get in touch with us when they have questions, and how our teams use internal tools to answer those questions. We’re accountable for the quality and reliability of this support stack and we use data and firsthand user research to continuously improve it. Providing great support to users of all sizes is culturally important to everyone at Stripe.

At Stripe, product development is an extremely collaborative effort between engineering, design, data science, and customer-facing teams. You’d join a group of experienced Product Managers who have a track record of successfully building large-scale business and consumer products that are collectively impacting millions of users around the world.

Support Products is a distributed team based out of our growing office in Seattle. As the Product Manager leading Support Products, you will partner with capable, empathetic engineers and internal stakeholders to:

Understand the support needs of all Stripe users through direct user research, data analysis, and product intuition
Work side-by-side with user-facing teams to understand their needs, develop short-term and long-term solutions, and deploy those solutions across our global 24/7 support operation
Shepherd the technical and operational roadmaps that will enable the team — and in turn all of Stripe — to deliver exceptional product and service quality at increasing scale
Execute on those roadmaps with urgency and focus
Analyze and communicate the impact of what the Support Products team ships

We’re looking for people with a background in building successful products, experimenting with new ways to structure and share information, distilling complex needs to simple interfaces, and who are comfortable learning new technologies and systems. Most importantly, we’re looking for people who are enthusiastic about working with people from a variety of backgrounds, roles, and needs. If this sounds like you, we’d love for you to apply.

You may be a good fit if:
You’re a creative product thinker who loves collaborating across the company with engineering, data science, user operations, marketing, design, and sales
You’re motivated by the the chance to improve the lives of your customers
You have strong written and verbal communication skills with a talent for precisely articulating customer problems
You have experience managing technical software products from kick-off to ship
You wear a variety of hats to make sure your product and team are successful whether that means writing a QA plan or hunting down the root cause of a user’s frustration
You can turn incomplete, conflicting, or ambiguous inputs into solid action plans
Beyond just shipping new products, you obsess about continuous product improvement and can optimize for shipping a portfolio of small, medium and large releases.

We don’t expect that candidates will have expertise across all of these areas—we’re looking for folks that are particularly strong in some of these areas, and have some interest and capabilities in the others.
What’s it like to work at Stripe?

Stripe is helping the internet fulfill its potential as a platform for economic progress by building software tools that accelerate global economic access and technological development. Stripe makes it easy to start, run and scale an internet business from anywhere in the world.

We look at Stripe as a constant work in progress and the same is true of our people; for all of us, we believe the best is yet to come. We’re here to support each other in our curiosity and creativity – which we pursue through thoughtful discussion and knowledge-sharing among a diverse set of peers and colleagues.

We want to work in a company of warm, inclusive people who treat their colleagues exceptionally well. The kind of people who are committed to going out of their way to help other Stripes in the short-term and pushing them to improve over the long-term (by helping them to get better at what they do).

We’re a highly cross-functional organization and view that as part of the fun: we design our space to encourage as much collaboration as possible. We have long tables in the kitchen for a reason (to enable everyone to meet new people and learn from them). We also have a culture of transparency that we carry through to email communication, ensuring that Stripes all around the world have the information they need to make good local decisions.

In both our products and our people, we aim to reflect, represent and advocate for all of our users, globally. Our users transcend geography, culture and language; what we share, collectively, is a drive to create a fairer, more economically interconnected world.