Product Support Specialist
Stripe
Product Support Specialist at Stripe is a full time role based in Chicago, Illinois, United States. It was published on 4 September 2026 and was open at last check.
| Role | Product Support Specialist |
|---|---|
| Company | Stripe |
| Location | Chicago, Illinois, United States |
| Employment type | Full Time |
| Published | 4 September 2026 |
| Status | Open at last check |
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.
What you’ll do
As part of our growing, global Product Support team, you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, analytical mindset, and project management skills to strategically improve our support systems, processes, and product quality.
You will take ownership of complex, technical user issues and work across teams, including Engineering and Product, to resolve them. A deep understanding of SQL and APIs will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with Stripe's key metrics, such as Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreements (SLA).
Responsibilities
- Analyze and troubleshoot complex technical issues through direct user interaction (email, phone), utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation.
- Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
- Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
- Lead continuous improvement initiatives aimed at hitting key performance metrics (SOKRs) such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance.
- Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
- Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.
- Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
- Constantly challenge the status quo and push for innovation in user support strategies and operational processes.
Who you are
We’re looking for someone who meets the following requirements to succeed in this role:
Minimum requirements
- 5+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
- Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
- Experience working with APIs
- Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
- Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
- Experience in project management, particularly in optimizing processes, workflows, or support operations.
- Willingness to work occasional weekends and holidays (with compensatory time off).
Preferred qualifications
- Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes.
- Comfort explaining technical concepts to both technical and non-technical stakeholders.
- Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.
Create your free OnJob profile to apply — we'll take you to Stripe's application after sign-up. · Posted 4 Sept 2026.
Product Support Specialist at Stripe — questions answered
What does the Product Support Specialist role at Stripe pay?
Stripe does not publish a salary on this Product Support Specialist listing, so OnJob shows no figure for it rather than an estimate. For what this role pays across the market, the OnJob salary guides aggregate the live listings that do disclose pay.
Where is the Product Support Specialist role at Stripe based?
Stripe lists this Product Support Specialist role in Chicago, Illinois, United States, advertised as full time work at that location. Larger employers sometimes cover several sites under one city name, so confirm the exact office with Stripe before you apply.
Is the Product Support Specialist role at Stripe still open?
The Product Support Specialist posting at Stripe was open at OnJob's last check of the employer's careers page, having been published on 4 September 2026. OnJob re-checks source listings on each build and marks a role closed once it disappears, but listings can close without notice, so the employer's own page is the final word.
How do you apply for the Product Support Specialist role at Stripe?
Apply to the Product Support Specialist at Stripe role through OnJob with a free profile: OnJob scores your fit against the listing, shows the skills lowering that score, and submits an ATS-ready profile to Stripe's own application page. Creating a profile is free and needs no card.
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