Enterprise Support Specialist (Mandarin Speaking)
Core
Senior technical support specialist driving operational efficiency and product quality for Stripe's global financial infrastructure platform by resolving complex user issues and optimizing support processes.
Role type
Senior IC Enterprise Support Specialist (Technical)
Builds
Stripe's payment and financial infrastructure platform for businesses
Domain
Fintech / Payments
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
SQL, API integration, complex technical troubleshooting, process optimization, stakeholder management, project management
Preferred skills
Data analysis, technical concept translation, advanced technical environment navigation
Technologies
SQL, APIs
Responsibilities
Analyze and troubleshoot complex technical issues via direct user interaction using SQL and API knowledge. Develop product and platform expertise by collaborating with Engineering and Product teams to resolve user issues. Strategically optimize and scale support processes to enhance efficiency and user experience. Lead continuous improvement initiatives to hit key performance metrics (CSAT, Contact Rate, SLA). Create and refine documentation to empower self-service resolution. Collaborate with Product and Engineering to proactively improve the platform based on user feedback. Lead cross-functional projects to identify inefficiencies and implement long-term solutions.
Seniority
Senior, hands-on IC