200+ applicants

Company

Stripe · 1 day ago

Social Support Enablement Program Manager

United States

Full-time

Remote

Senior Level

$122K/yr - $183K/yr

7+ years exp

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FinanceFinTech

Comp. & Benefits

H1B Sponsor Likely

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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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Program ManagementSocial Media ManagementCustomer Support OperationsAnalytics ToolsSocial Media PlatformsEnterprise Social Media ToolsSQLTableauAPI UsageFinTech Industry KnowledgeExceptional Communication

Required

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

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

Benefits

Equity

Company bonus or sales commissions/bonuses

401(k) plan

Medical, dental, and vision benefits

Wellness stipends

Company

Stripe

Glassdoor

3.6

Stripe is an API technology company that provides online payment processing and commerce solutions for Internet businesses.

Founded in 2010

South San Francisco, California, USA

1001-5000 employees

https://www.stripe.com

H1B Sponsorship

Stripe has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (109)

2022 (300)

2021 (348)

2020 (121)