Social Support Enablement Program Manager

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

Stripe's Community Operations (CO) team is revolutionizing social media customer support in the fintech industry. We're the pulse of Stripe's online community, monitoring and responding to customer issues across platforms like X (Twitter), Facebook, LinkedIn, and Reddit. Our mission goes beyond problem-solving; we're building relationships, fostering trust, and enhancing the Stripe experience with every interaction.

Operating globally in multiple languages, we provide cutting-edge social media assistance that adds tangible value to our customers' Stripe journey. We pride ourselves on agility, constantly innovating to meet the challenges of an ever-shifting digital landscape. By leveraging Stripe's extensive experience in traditional support channels, we're scaling our services for today's needs while crafting elegant solutions for tomorrow's users.

What you’ll do

Dive into the heart of Stripe's digital presence as a trailblazing program manager in our social media care team within our global Support Operations organization. This pivotal role will shape a seamless support experience for our diverse user base across multiple platforms.

The ideal candidate is passionate about innovating and scaling support, adept at simplifying complex processes, experienced in developing tech-driven solutions, and thrives in a dynamic, multicultural environment. You'll influence stakeholders, adapt processes, and build solutions to deliver world-class social media support. Your expertise will elevate our service standards and reinforce Stripe's reputation for exceptional customer care in the digital age.

Responsibilities

• Orchestrate cutting-edge social media monitoring, addressing user concerns and preventing escalations through proactive engagement.
• Defuse potential social media firestorms, safeguarding Stripe's reputation through pre-established relationships and coordinated internal communication.
• Decode and leverage social trends to enhance user engagement and operational efficiency, sharing insights with cross-functional teams to implement friction-reducing solutions for users.
• Architect and launch global, game-changing social care strategies aligned with broader Support Operations objectives that enhance long-term organizational efficiency.
• Seamlessly blend social care experiences with traditional support channels to ensure consistent, high-quality user interactions.
• Collaborate with CO leadership to drive key performance indicators, including response times, resolution rates, and user satisfaction scores.
• Ignite the potential of frontline team members, and foster team accountability through data-driven feedback.
• Spearhead revolutionary simplification and automation projects, balancing implementation effort with user and associate impact.
• Facilitate clear communication across various roles and functions, delivering compelling narratives to senior leadership.
• Employ data-driven analysis for program performance evaluation and decision-making processes.
• Transmit and foster our values, serving as a beacon of Stripe's user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment.
• Aid the organization's growth efforts through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements.

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

• 7+ years of program management experience in business strategy or customer support operations, preferably in social care, customer care, or executive-level escalation support
• Demonstrated success in driving large-scale improvement initiatives and cross-functional collaboration
• In-depth knowledge of social platforms, analytics tools, trends, and social care best practices
• Exceptional communication skills with the ability to manage high-pressure situations and deliver compelling narratives to stakeholders
• Strong problem-solving skills and customer-centric attitude, balancing short-term response with long-term operational strategy
• Ability to effectively manage multiple tasks, prioritize in a fast-paced environment, and work autonomously

Preferred qualifications

• Advanced knowledge of enterprise social media management platforms (e.g., Khoros, Sprinklr, Hootsuite, Sprout Social), including administrative management and configuration
• Proven track record of generating innovative, user-focused content ideas and building user-to-user communities to enhance support and drive product adoption
• Technical proficiency, including SQL, Tableau, API usage, and comfort with troubleshooting
• Prior experience leading a frontline support operations team
• Familiarity with the FinTech industry and demonstrated passion for learning new technical products and features