Data Migrations Operations Associate

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

Stripe was built with simplicity in mind. We strive to deliver frictionless experiences for all of our users, whether they are an Independent Business, Startup, SMB, or Enterprise and our mission is to provide all Stripe Users with the best support experience possible. Today, Stripe handles over a million support cases per year and processes millions of internal transactions.  We’re going to achieve excellence by thinking of support in a novel, solution-oriented way, and viewing operations as an integral enabler of all of Stripe’s growth.

Stripe has unique operational problems resulting from both our type of scale and the type of businesses we partner with as a result of “growing the GDP of the Internet.”  Stripes leverage understanding of our products, the financial industry and money movement, and our processes to support both internal and external users. Doing so requires us to invest significant resources into building this experience ourselves.

What you’ll do

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, drive process improvement 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 an amazing teammate, we want to hear from you! 

Responsibilities

• Act as the primary voice of the User-Migrations team; working closely with current and new Stripe users, third party processors, and internal Stripe teams.
• Build strong relationships with key user stakeholders and provide consultative support on a user’s migration needs.
• Become an expert in migrating data to, from, and within the Stripe platform.
• Translate complex technical information and processes into clear and concise documentation tailored to a variety of audiences.
• Establish and develop relationships with external payment processors and internal Stripe teams; identifying and implementing best practices and process optimizations.
• Create and optimize team processes, documentation, and tooling to scale Stripe’s user migration operations.
• Partner closely with Sales, Incident Response, Engineering and Product to resolve technical issues and unblock a user’s migration, conducting initial troubleshooting, as needed
• Collaborate with engineering to collect requirements, test new solutions and pilot changes for new Data Migrations features and tools.

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

• Good experience in a user-facing technical / support role, a passion for technology, and sharp problem solving skills.
• Strong written and verbal communication skills across technical and non-technical audiences.
• Able to lead complex migrations, conversations and projects in a consultative and proactive manner.
• Quick at prioritizing and responding to fluctuating, high-impact, urgent asks from multiple channels including Slack, email, etc
• Operationally savvy, with an ability to identify and eliminate process friction while continuing to build scalable processes
• Familiarity with using the command line tools and basic scripting
• Demonstrated ability to lead strategic and operational initiatives
• 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
• You’re willing to work (no more than) one Saturday each month - you’ll receive a weekday off the following week 

Preferred qualifications

• Prior experience or knowledge in user support 
• Prior experience in risk operations 
• Prior experience working on projects or process improvement initiatives