Team Lead, Managed Support
Stripe · Mexico City
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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
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