Support Operations, Privy

Stripe · NYC · Posted

Who we are

About Privy

Our mission is to make privacy and user ownership the default online. To do so, we build simple, flexible APIs and tools for developers that make it easy to build new products on crypto rails.

Privy owns the abstractions and infrastructure layer above wallets, integrating across chains, third-party providers, and Stripe products like Treasury and Link. We get to solve hard technical problems while leveraging Stripe's distribution to reach customers like Ramp, Klarna, Deel, Kraken, Hyperliquid, and Fomo — powering experiences for both mainstream users and crypto natives.

Learn more about Privy: Privy and Stripe: Bringing crypto to everyone

What you’ll do

As a Support Operations Associate at Privy, you will own the internal systems and workflows that keep our Developer Success team efficient, responsive, and focused. You’ll serve as air traffic control for support requests – triaging issues across our support stack (Pylon, Slack, HubSpot, and more), improving internal workflows, and maintaining CRM and support-data hygiene.

You’ll partner closely with Account Management, Solutions Engineers, Forward Deployed Engineers, and Sales, while your day-to-day work will have impact across Privy, and Stripe as a whole.

This is a high-leverage operations role where attention to detail, a systems mindset, and a bias for execution will make you critical to making our customers successful.

Responsibilities

  • Own triage and routing for inbound support tickets from both Privy developers and end users of Privy applications, ensuring issues are assigned, tracked, and resolved promptly and efficiently across the Developer Success team.
  • Maintain data hygiene, consistency, and accuracy across our support stack, including Pylon, Slack, HubSpot, and other systems.
  • Partner with cross-functional teams—including Sales, Engineering, and Product—to continuously improve the quality and efficiency of support processes.
  • Create and maintain internal runbooks for ticket triage, escalations, and engineering-support handoffs.
  • Identify operational gaps and implement scalable workflows that help the team respond to customers more effectively.

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

  • 1–3 years of experience in support operations, customer experience, technical program management, or a related operational role.
  • Highly organized and process-driven, with strong attention to detail and a bias toward action and ownership.
  • Strong intuition for customer sentiment and urgency, with sound judgment about how to prioritize and escalate issues.
  • Familiarity with customer-support tooling, such as Pylon, Zendesk, Intercom, or Jira, and communication platforms like Slack.
  • Comfort working across systems and maintaining high-quality CRM data in tools such as HubSpot or Salesforce.
  • Strong written and verbal communication skills, especially for issue tracking, coordination, and process documentation.
  • A systems mindset and enthusiasm for building internal processes that scale with the business.

Preferred qualifications

  • Experience at a developer-tools or infrastructure company, or experience working closely with engineering and product teams.
  • Experience working with APIs, coding with AI, or using AI to automate tasks and operational processes.

Apply on the Stripe website

About this role

Stripe is hiring for the role of Support Operations, Privy in NYC. The posting asks for about 3+ years of experience. It mentions Ruby on Rails, Jira, Salesforce, CRM, Account management and Communication.

Skills mentioned

  • Ruby on Rails
  • Jira
  • Salesforce
  • CRM
  • Account management
  • Communication

How to prepare your application

  • Use these exact words in your resume where they are true for you: Ruby on Rails, Jira, Salesforce, CRM and Account management. Applicant tracking systems match on them.
  • Show reliability and speed with examples: tickets handled, processes you improved, people you helped.
  • Mention the tools and systems you already know.
  • Be ready to describe a difficult situation you resolved calmly.
  • The posting asks for 3+ years, so put your most relevant experience at the top.

Common questions

What does Stripe look for in a Support Operations, Privy?

This posting mentions Ruby on Rails, Jira, Salesforce, CRM, Account management and Communication and about 3+ years of experience. Read the full description above for the exact requirements.

Is this Support Operations, Privy job remote?

The listing gives the location as NYC. Check the employer's page to see if remote or hybrid work is allowed.

How do I apply?

Use the Apply button. It opens the application on Stripe's own website, so your application goes straight to the employer. Never pay money to apply for a job.

How can I check my resume for this job?

Use "Check my resume for this job". It compares your resume with this posting and lists the keywords you are missing, so you can fix them before you apply.

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