Community Operations Associate
On-siteBengaluru, Karnataka, India
Job Summary
Deliver exceptional Stripe experience by efficiently and accurately resolving issues across social media platforms, including technical product questions and escalated cases. Partner with internal teams such as Comms, Incident Ops, and Risk as the ultimate escalation point for high-stakes user issues, coordinating executive escalations and proactively initiating incident reports. Identify operational process gaps to drive continuous improvements that accelerate global scale while preventing future issues. Contribute to building new programs focused on improving the user experience and establishing the operational culture for the new global Delivery Centers team.
Required Qualifications
- 2 - 5 yrs of experience with social media support and/or an interest in resolving user issues through those channels (eg. Twitter, Linkedin, Facebook)
- prior experience in customer support and external user facing operations
- user first mindset
- excellent communication skills, both written and verbally
- user first mindset and are energized by the challenge of solving difficult problems, leveraging a process-oriented approach and a curiosity for technical products
- excel in analytical thinking and problem solving
- process-oriented mindset and ability to get things done
- enjoy working in an in-office environment with strong cross team collaboration and support
- able to prioritize and enjoy working in a quick-moving environment
- humble and have a proven track record for working well across teams and with external partners
- willing to work a weekend day for which you will receive a weekday off in lieu; the SDC operates during daytime hours in 9 hour shifts (including 1 hour paid lunch break) scheduled to fall between the hours of 6am and 10pm
Desired Qualifications
- Prior experience or knowledge in user support
- Prior experience working on projects or process improvement initiatives
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