About the job

Who we are

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.

About The Team

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 Stripe Delivery Center (SDC) strategy will provide operational leverage and expand Stripe’s portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. 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.

What you’ll do

In this role, you will act in a player-coach capacity and are accountable for supporting Risk Operations associates. This team will investigate accounts to identify risks to Stripe business related to fraud and user policy requirements. You will set clear goals and provide guidance and mentorship to ensure individual and team success.

To be a fit, you will have a coaching mindset, proven ability to communicate at different levels, a track record of driving operational performance, and a passion for inspiring a team to deliver outstanding results.

Responsibilities

Guide your team in performing reviews to protect and advance Stripe’s business, brand and mission, by deploying industry-leading supportability solutions that instill user and partner trust in StripeSupport and coach your team in conducting thorough investigations of merchant accounts to facilitate progressive and sustainable business growthOngoing management of the operational performance of your team to deliver KPIs and report to key stakeholdersHelp scale our operations and improve user experience by identifying process improvementsManage capacity and scheduling, dividing and assigning work between team membersEnsure your team has all the skills and resources needed to be successful in their roleSet clear goals and expectations for individual and team performanceFoster a culture of continuous improvement to refine team processes and proceduresSupport recruitment and hiring initiativesCoach and mentor individuals to meet career goals via structured development conversationsProvide continuous performance feedback and facilitate periodic formal performance reviewsDrive and own initiatives that make the team a warm and welcoming place to workKeep the team engaged and motivated towards their work


Who you are

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

Experience coaching/leading operations teams and managing performanceExperience mentoring others and are able to constructively provide feedback to othersExperience in delivering weekly and monthly business metrics and reportingProven ability to be a subject matter expert in Risk OperationsAbility to work cross functionally to deliver best results and promote partnershipExcellent written and verbal communication skills in both English and Spanish (CDMX ONLY)Exemplary planning and time management skills


Preferred Qualifications

Knowledge of risk reviews, knowledge in policy/compliance operations, and fraud detection toolsExperience managing risk events in the system, and identify the at-risk scenario.


In-office expectations

Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in our Bucharest, Romania site have an 80% in-office expectation, and those in Stripe Delivery Center roles in Mexico City, Mexico and Bengaluru, India work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

Pay and benefits

Stripe does not yet include pay ranges in job postings in every country. Stripe strongly values pay transparency and is working toward pay transparency globally.