Seller Systems Team Lead (Night Shift)
Stripe · Posted Oct 23
Online payment processing, billing, and financial infrastructure services
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About the role
Stripe is a financial infrastructure platform used by businesses to accept payments, grow revenue, and accelerate new business opportunities. The Stripe Delivery Center provides operational leverage and scaled support capabilities for external users and internal Stripe teams. This role leads a team of Seller Systems Operations Associates in a player-coach capacity, managing operational performance and improving workflows and user experiences.
What you will do
- Lead the day-to-day operational performance of a team of Associates, including quality, productivity, service-level, and other team goals.
- Set clear expectations, priorities, and performance goals for individuals and the team.
- Manage team capacity, scheduling, and work allocation to ensure critical workflows are covered and work is completed accurately and on time.
- Coach Associates on troubleshooting, process knowledge, communication, and sound judgment in resolving user issues.
- Hold regular development conversations and provide timely, constructive feedback that supports growth and career progression.
- Complete performance reviews and address performance concerns in partnership with your manager and People team partners, as appropriate.
- Build a collaborative, inclusive team environment where Associates can raise risks, share ideas, and learn from one another.
- Serve as an escalation point for complex operational or user issues, using sound judgment to resolve issues or route them to the right partner.
- Partner with global operations specialists and business process owners to run critical Internal Systems workflows.
- Identify recurring issues, process gaps, and manual work.
- Lead or contribute to improvements that increase quality, reduce effort, and improve the user experience.
- Use operational data and team insights to surface trends, risks, and opportunities to relevant stakeholders.
- Work closely with cross-functional teams to improve product offerings, processes, tools, and user-facing communications.
- Support hiring, onboarding, training, and ramping of new team members.
- Help build the operating culture, team practices, and capabilities of Stripe Delivery Centers.
Skills used in this role
What the employer is looking for
- 3+ years of experience leading, supervising, or formally mentoring an operations, support, or user-facing team.
- 9+ years of experience in customer support, technical support, operations, or another internal or external user-facing environment.
- Experience managing operational work against defined quality, productivity, or service-level goals.
- Strong written and verbal communication skills, with the ability to give clear, constructive feedback.
- Experience coaching others and supporting their professional development
- Strong SQL skills and experience working with API integrations, including diagnosing implementation issues, interpreting technical documentation, and guiding teams through ambiguous customer or system problems.
- Strong analytical thinking and problem-solving skills, with the ability to identify root causes and make practical improvements.
- The ability to prioritize effectively and make sound decisions in a fast-moving, structured environment.
- A process-oriented mindset and a track record of improving workflows, reducing manual effort, or improving user experiences.
- Experience working effectively with cross-functional stakeholders.
- A user-first mindset and interest in learning technical products, systems, and processes.
- The ability to work from the Bengaluru office in night shift
Preferred qualifications
- Experience using operational data to manage performance, identify trends, and prioritize improvements.
- Experience supporting hiring, onboarding, workforce planning, or scheduling for an operations team.
- Experience working with global teams across time zones.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Stripe
Stripe is a technology company that builds economic infrastructure for the internet, providing payment processing and financial services software for businesses of all sizes. Millions of companies use its suite of products to accept online and in-person payments, manage revenue, and run operations globally.
- Industry
- Payments
- Company size
- 10001+ employees
- Founded
- 2010
- Location
- South San Francisco, California, USA
- Funding stage
- Private Company
Funding
Private Company · $9.81B raised
- 2023-03-26Series I$6.5B
- 2023-04-01Grant$11.1M
- 2024-04-08Secondary Market$694M
Leadership
Co-Founder and CEO
Co-Founder and President
Chief Financial Officer
Chief Technology Officer
Recent coverage
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