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Support manager

Stripe | San Francisco, USA


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Stripe is looking for an effective and motivated Support Manager to help grow the User Operations team and manage a group of 6 to 8 team members working on email, phone or chat support. The Support Manager cultivates the happiness of their team members while guiding them to be the best they can be, through feedback, mentoring, and advocacy within the organization. This means helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals. The Support Manager is also responsible for managing some operational projects on a larger scale.

You’ll:

  • Ensure team members are happy, effective, and growing in their career and new work experiences.

  • Set clear goals and directions, and provide regular feedback on team members’ performance.

  • Maintain metrics and analysis of team performance, and provide regular reporting on team performance in the form of written analysis and performance reports.

  • Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment.

  • Maintain operational upkeep necessary for the team, including things like scheduling, maintaining time-keeping records, sick leave and vacation time, immigration assistance, etc.

  • Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements.

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