Team Lead, Managed Support
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
The Managed Support team enables platforms using Stripe Issuing and Treasury to provide high-quality support to their cardholders and account holders without building the full operation themselves. The team delivers branded and specialized support across areas such as account access, card management, transactions, fraud, disputes, and complaints, while owning the operational readiness and ongoing performance of each program. Working closely with Product, Engineering, Sales, and platform partners, Managed Support provides a scalable, reliable, and compliant customer experience as Stripe’s customers launch and grow their financial products.
What you’ll do
In this role, you will be managing up to 10 Operations Associates and act as their primary point of contact for performance management, coaching and planning. The Associates under your management are responsible for resolving our users’ most challenging and impactful issues, providing exceptional user experience, and contributing to the overall user satisfaction.
To be a fit, you will have a coaching mindset, proven ability to communicate at different levels, a track record of driving operational performance, possess a deep expertise in customer service, and a passion for inspiring a team to deliver an incredible user experience.
Responsibilities
- Guide the team in troubleshooting and resolving external user issues.
- Own operational performance, setting clear goals and driving delivery against individual and team KPIs.
- Manage capacity, scheduling, workload allocation, and day-to-day priorities.
- Ensure team members have the skills, tools, and resources needed to succeed.
- Identify and implement process improvements that increase productivity, reduce manual effort, and improve the user experience.
- Foster a culture of continuous improvement by refining team processes and procedures.
- Coach and mentor team members through structured career development conversations, continuous feedback, and formal performance reviews.
- Build an engaged, motivated, inclusive, and welcoming team environment.
- Support recruitment and hiring initiatives.
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
- 5+ years experience leading operations teams as a team lead
- Excellent interpersonal and communications skills
- Exemplary planning and time management skills
- Proven ability to collaborate effectively with multiple, cross-functional stakeholders to achieve results
- Previous experience mentoring others and are able to constructively provide feedback to others
- Ability to motivate the team and keep them engaged in an otherwise structured process
- Proven ability to be subject matter experts in the relevant line of business
- Prior experience in customer service or internal/external user-facing operations
Preferred qualifications
- Experience in delivering weekly and monthly business metrics and reporting
- Experience in new process launch and continuous improvement
About this role
Stripe is hiring for the role of Team Lead, Managed Support in Mexico City. The title points to a leadership role. The posting asks for about 5+ years of experience. It mentions Customer support, Stakeholder management and Leadership.
Skills mentioned
- Customer support
- Stakeholder management
- Leadership
How to prepare your application
- Use these exact words in your resume where they are true for you: Customer support, Stakeholder management and Leadership. 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 5+ years, so put your most relevant experience at the top.
Common questions
What does Stripe look for in a Team Lead, Managed Support?
This posting mentions Customer support, Stakeholder management and Leadership and about 5+ years of experience. Read the full description above for the exact requirements.
Is this Team Lead, Managed Support job remote?
The listing gives the location as Mexico City. 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.