Social Media, Customer Support Associate

ABOUT THE ROLE Stripe is a financial infrastructure platform for businesses, empowering millions of companies to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we're looking for talented individuals to join our Mexico City office, a vibrant hub at the forefront of our mission. As a member of our team, you'll be part of a mission-driven community dedicated to enhancing the global economy and increasing the GDP of the internet. WHAT YOU'LL DO As an Ops Associate, you'll play a critical role in delivering exceptional Stripe experience by efficiently and accurately resolving issues across social media platforms. Your responsibilities will include: Delivering exceptional Stripe experience by resolving issues across social media platforms, including technical product questions Helping resolve issues that are escalated via social media and working to prevent those issues from happening again Partnering with internal teams across Stripe, serving as the ultimate escalation point for high-stakes user issues and proactively initiating incident reports with a user-first mindset Coordinating executive escalations from Stripe's leaders with other teams Contributing and managing new programs focused on improving the Stripe user experience Identifying operational process gaps and initiating continuous improvements to accelerate global scale while delivering an exceptional experience for Stripe users Being part of building a brand new team and operational culture for Stripe WHAT YOU'LL NEED To be considered for this role, you'll need to meet the minimum requirements: Experience with social media support and/or an interest in resolving user issues through those channels Prior experience in customer support and external user-facing operations A user-first mindset and the ability to solve difficult problems Excellent communication skills, both written and verbally Analytical thinking and problem-solving skills A process-oriented mindset and the ability to get things done Experience working in a quick-moving environment and prioritizing tasks A proven track record of working well across teams and with external partners WHY REMOTE As a remote worker, you'll have the flexibility to work from anywhere, while still being part of a collaborative and mission-driven team. Our Mexico City office is a vibrant hub, and we're committed to creating a culture of collaboration, inclusivity, and support. BENEFITS We offer a competitive salary and a range of benefits, including a weekend day off in lieu of working a weekend shift. Our team is passionate about creating a great work-life balance, and we're committed to supporting your personal and professional growth.