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

This is a brand new team at Stripe, which is responsible for providing technical guidance to Stripe’s Alliance & Channels partner ecosystem. The goal is to provide white-glove support to the Stripe partner ecosystem for technical queries that arise during the course of a customer engagement.

What you’ll do

You will be responsible for responding to queries that are technical in-nature from similarly technical personas at Stripe partners. These folks will typically be architects or developers working on client engagements. These queries will vary in nature; product knowledge checks, feature/functionality gating for a customer account, access to resources that are typically hidden or gated (support, documentation, API information, etc.).

Responsibilities

• Technical Partnership Support:

  • Serve as the technical escalation point for partners working on implementations. Ensure timely resolution and satisfaction.
    
  • Provide expert guidance on Stripe product capabilities, integration approaches, and best practices
    
  • Knowledge of working with APIs
    

• Implementation Excellence:

  • Guide partners through technical challenges during critical implementation phases
    
  • Advise on product configuration, API usage, and integration patterns
    
  • Help partners navigate product gates and feature accessibility for their clients
    

• Knowledge Management & Enablement:

  • Create and maintain technical documentation for common partner scenarios
    
  • Develop scalable solutions for frequently encountered technical challenges
    
  • Build and maintain a knowledge base of partner-specific technical solutions
    

• Collaboration:

  • Collaborate with alliances & channels, sales, and product teams to align partner needs with company offerings and updates.
    
  • Escalate partner issues to relevant departments for action when necessary.
    

• Feedback Loop:

  • Collect and relay partner feedback to relevant teams for product and service improvements.
    
  • Participate in team meetings to share insights and contribute to strategic decision-making.
    

• Performance Metrics:

  • Monitor and meet key performance indicators (KPIs) related to partner satisfaction & support response times.
    

• Stay Informed:

  • Keep abreast of industry trends, company changes, and product updates to provide informed support.
    
  • Engage in continuous learning opportunities to enhance skills and knowledge relevant to partner support.
    

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

• Proven experience in customer support, account management, or partner relations.
  
• Strong communication and interpersonal skills.
  
• Problem-solving skills with a keen attention to detail.
  
• Ability to multitask and manage priorities in a fast-paced environment.
  
• Familiarity with CRM software and support ticketing systems.
  
• A customer-focused mindset with a passion for enhancing partner relationships.
  

Preferred qualifications

• Stripe Architect certification.