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Stripe

Disputes Operations Associate

at Stripe

Bangalore, India



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

  • Manage dispute intake and resolution processes for our Issuing users to protect cardholders from fraud and other risks
  • Handle Issuing disputes across various stages of the resolution lifecycle, from submission all the way to arbitration
  • Deep dive into complex transactions and take appropriate actions in accordance with Stripe’s policies and applicable regulations
  • Perform root cause analysis and identify lessons learned to inform future operational procedures
  • Understand and comply with Stripe and applicable partner bank policy, laws, and regulations
  • Serve as an internal Issuing disputes expert and primary point of contact for cross functional teams on dispute-related questions
  • Work with broader disputes organization to identify and support improvements and optimize 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

  • You have a user first mindset and 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 might have prior experience in customer service or internal/external user facing operations
  • 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
  • You're willing to periodically work a weekend day for which you will receive a weekday off in lieu; the SDC operates during daytime hours in 9 hour shifts (including 1 hour paid lunch break) scheduled to fall between the hours of 6am and 10pm.

Preferred qualifications

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