Engineering Manager, Support Experience

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 Support Experience engineering teams build and improve Stripe’s user support from end to end: how users get help within our products, how they get in touch with us when they have questions, and how our teams use internal tools to answer those questions. We’re accountable for the quality and reliability of this support stack and we use data and firsthand user research to continuously improve it. 

Providing great support to users of all sizes is culturally important to everyone at Stripe. We are a group of capable, friendly, user-oriented engineers that partner closely on this problem with Stripe’s world-class design, product, and operational teams. This includes the external-facing support interfaces (support.stripe.com), content, entry points, internal tooling, case routing, and helping product teams across the company reduce support volume by improving our products.

What you’ll do

We’re looking for an engineering manager to lead one of our engineering teams, build relationships with customers internally and externally, and champion our vision of building the best platform for internet commerce. 

You will have the opportunity to lead the team that’s scaling our internal support platform which connects Stripe users with the teams that are best equipped to help them. This might involve optimizing complex support case routing algorithms, exploring the feasibility of using AI or LLMs to improve support outcomes or extend our reach more globally, or finding new ways to reduce contact volume while improving customer satisfaction with Stripe.

Projects your team may work on:

• Defining the technical vision and architecture for Stripe’s support products and systems.
• Building engaging, responsive user interfaces that make it truly enjoyable to get help from Stripe. For example, we used React to build a chat UI from the ground up so that it would feel at home in the Stripe Dashboard. 
• Scaling the contact platform that connects …