Operations Associate - Product Support Operations (CDMX)

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

At Stripe, our Mexico City office is a vibrant hub at the forefront of our mission to reshape the financial landscape for businesses worldwide. Our team prioritizes collaboration, innovation, and excellence. As a member of the Mexico City team, you'll be part of a mission-driven community dedicated to enhancing the global economy and increasing the GDP of the internet. We strive for excellence by creating with craft and beauty, while having fun and celebrating our successes together.

We cultivate a culture of collaboration, inclusivity and support where every team member’s voice matters. Our commitment shines through as we handle over a million support cases each year, empowering our users not just to solve problems but to achieve their goals.

What you’ll do 

Responsibilities

Troubleshoot and solve external user issues

Communicate resolutions to end users in English

Analyze our processes and instigate changes to help scale our operations and improve user experience 

Work closely with other Stripe teams to improve our product offerings and messaging around new products and features 

Gain unique insights into how thousands of businesses on Stripe scale and operate 

Have an opportunity to learn how Stripe operates from ground up and make a real impact on the future organization 

Be a part of building a brand new team and operational culture for Stripe 

Partner with global operations specialists or business process owners to run a critical workflow

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

You have a user first mindset and are energized by the challenge of solving difficult problems

You have excellent communication skills, both written and verbal

You have business proficiency in written and spoken English 

You excel in analytical thinking and problem solving

You might have prior experience in customer service or internal/external user facing operations

You enjoy learning about technical products and processes, you are an organized, self-starter with passion for finding solutions to user’s challenges

You have a process-oriented mindset and ability to get things done

You enjoy working in an in-office environment with strong cross team collaboration and support

You are able to prioritize and enjoy working in a quick-moving environment

You are humble and have a proven track record for working well across teams and with external partners

You're willing to periodically work a weekend day for which you will receive a weekday off; the SDC operates during daytime hours with shifts from the morning through early evening

Preferred Qualifications

Prior experience or knowledge in user support 

Prior experience working on projects or process improvement initiatives 

Familiarity with SQL and ability to use template or premade SQL queries as part of investigations

Applicants are personally responsible for obtaining and maintaining the right to work in Mexico.