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 Stripe users with the teams that are best equipped to help them. This might involve implementing new API endpoints for use across multiple products, iterating on data pipelines to maximize visibility into our support operations, or simplifying complex routing logic for support cases on a global scale.
• Improving the internal tools that empower our user-facing teams to build new case-solving workflows, publish dynamic, localized content to our user-facing support site or agent tools, and answer every support request with the right context for any user. 
• Improve efficiency of our support operations by leveraging AI or LLMs to summarize content, provide insights at scale, or help users get answers to questions without needing to wait for a human response.

Responsibilities

• Hire, lead, and manage a team of talented engineers on the team, providing mentorship, guidance, and support to ensure their success.
• Collaborate with cross-functional stakeholders, including product managers and designers, to understand customer needs and translate them into technical solutions.
• Define the technical vision and roadmap for the suite of products managed by the team, aligning it with business objectives and industry best practices.
• Drive the execution of projects, overseeing the entire development lifecycle from planning to delivery, while maintaining high standards of quality and timely completion.
• Foster a collaborative and inclusive work environment, promoting innovation, knowledge sharing, and continuous improvement within the team.
• Stay up-to-date with emerging technologies, industry trends, and advancements in observability practices to identify opportunities for improvement and innovation.
• Communicate effectively with stakeholders, providing regular updates on project status, progress, and any potential risks or challenges.

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

• 2+ years of engineering management experience
• 5+ years of full-stack software development experience 
• You have a consistent track record of hiring and leading productive engineering teams
• You desire to and have nurtured healthy work environments that are supportive, challenging, diverse and inclusive
• You’re motivated to work in highly cross-functional organizations, with a strong ability to lead and measure product outcomes
• You’ve leveraged your strong technical background and hands-on experience in solving large scale and difficult technical problems
• You have experience building extensible, leveraged software solutions that scale to different kinds of user needs. 
• A passion for supporting both external users and internal customers
• Clear and persuasive writing and in-person communication
• Have a high quality bar, attention to detail, and you help your team deliver polished products

Preferred qualifications

• You have experience building and leading a distributed team that works across multiple locations and time zones
• You are comfortable planning in quarters, and can set a vision for multiple years
• Successfully recruited and built high performing teams 
• The ability to thrive with a high level of autonomy and responsibility
• Experience managing multiple teams or product areas
• Familiarity with Artificial Intelligence, Large Language Models (LLMs), or generative AI.
• Experience working on internal tooling or support infrastructure
• Experience writing software in Ruby, React, or Typescript.