Team Lead, Product Support - Revenue Suite

About the role

Stripe is looking for a Team Lead to head a group of Operations Associates within the Product Support Operations (PSO) team. You will be responsible for guiding a small team that resolves the most challenging issues for Stripe’s diverse user base, ranging from startups to large enterprises.

Key responsibilities

• Guide the team in troubleshooting and solving external user issues.
• Manage operational performance to meet key performance indicators (KPIs).
• Identify and implement process improvements to scale operations and enhance user experience.
• Handle capacity planning, scheduling, and work allocation.
• Ensure the team has the necessary skills and resources to succeed.
• Set clear goals, expectations, and performance standards for individuals and the team.
• Foster a culture of continuous improvement and a welcoming work environment.
• Support recruitment, hiring, and onboarding initiatives.
• Coach and mentor team members through structured career development conversations.
• Provide ongoing performance feedback and conduct formal reviews.

Required profile

• Coaching mindset with proven ability to communicate at multiple levels.
• Track record of driving operational performance and meeting KPIs.
• Deep expertise in customer service and support operations.
• Passion for inspiring a team to deliver exceptional user experiences.

Required skills