Complaints Operations Associate

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.

Stripe’s global Complaints team is responsible for handling complaints and pre-litigation disputes. Complaints Operations Associates are critical members of the Complaints team in managing all aspects of a complaint and/or dispute through the entire life cycle of a matter and ensuring that Stripe complies with our obligations.

Stripe is launching Stripe Delivery Centers - a brand new global team to design, implement and grow Stripe’s operations for the next decade. We are looking for dynamic and curious people that have a passion for solving global user issues, building operations, driving process improvements and want to play a front-line role in building this new operational capability for Stripe and accelerating Stripe’s growth.  If you like challenging, scaled problems and are interested in helping users feel secure and supported while they navigate their complaints - let us know!

• Manage general complaints and escalation flows in accordance with applicable laws and regulations
• Work with partner teams to investigate user complaints and understand root causes 
• Analyze our processes and instigate changes to help scale our operations and improve user experience 
• Gain unique insights into how thousands of businesses on Stripe scale and operate 
• Have an opportunity to learn how Stripe operates from ground up and make a real impact on the future on organization 
• Be a part of building a brand new team and operational culture for Stripe 
• Partner with global operations specialists or business process owners to run a critical workflow

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.

• You have 1-2 years prior experience in customer service or internal/external user facing operations
  
• You are energized by the challenge of solving difficult problems
  
• You have excellent communication skills, both written and verbally
  
• You excel in analytical thinking and problem solving
  
• You enjoy learning about technical products and processes, you are an organized, self-starter with passion for finding solutions to our user’s challenges
  
• You have a process-oriented mindset and ability to get things done
  
• You enjoy working in an in-office environment with strong cross team collaboration and support
  
• You are able to prioritize and enjoy working in a quick-moving environment
  
• You are humble and have a proven track record for working well across teams and with external partners
  
• Ability to work the hours in which the SDC operates, during daytime hours with shifts from the morning through early evening
  

• Prior experience working in Complaints Operations 
• Prior experience in complaints handling or escalation management
• Prior experience working on projects or process improvement initiatives