Product Manager, Support Products - Support Experience

About the role

About Stripe Stripe is a financial infrastructure platform for businesses. Millions of companies-from the world's largest enterprises to the most ambitious startups-use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. The Support Experience team develops and applies technology at all points of the user support journey to solve customer problems at scale, unlocking growth across Stripe's product suite.

Responsibilities

• Drive significant increases in product quality across the company leveraging support data
• Build the flywheels for improving support outcomes and enabling users to self-solve issues by creating scalable knowledge and workflow strategies
• Partner closely with Product Managers for the Self-Serve and Agent Platforms to define and instrument user journeys across our products so we can understand how success differs by journey and where we should invest
• Define the data strategy for delivering an effective and efficient support experience
• Create a platform that can be leveraged across the support journey to turbocharge users and support agents' ability to solve problems directly and reliably

Requirements

• 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.
• Minimum requirements
• Our ideal Product Manager will be relentlessly user-focused, comfortable in ambiguity, have strong technical skills, and the desire to create something new.
• 5+ years of relevant product management experience
• Computer Science background or equivalent technical skills
• Strong analytical abilities and experience with metrics
• An ability to craft a vision and strategy and drive the roadmap toward it
• A deep empathy for users
• Software engineering experience, a computer science or engineering degree, or similar technical experience

Benefits

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