Team Lead, Managed Support

The Managed Support team enables platforms using Stripe Issuing and Treasury to provide high-quality support to their cardholders and account holders without building the full operation themselves. The team delivers branded and specialized support across areas such as account access, card management, transactions, f...

In this role, you will be managing up to 10 Operations Associates and act as their primary point of contact for performance management, coaching and planning. The Associates under your management are responsible for resolving our users’ most challenging and impactful issues, providing exceptional user experience, an...

To be a fit, you will have a coaching mindset, proven ability to communicate at different levels, a track record of driving operational performance, possess a deep expertise in customer service, and a passion for inspiring a team to deliver an incredible user experience.

Guide the team in troubleshooting and resolving external user issues.
Own operational performance, setting clear goals and driving delivery against individual and team KPIs.
Manage capacity, scheduling, workload allocation, and day-to-day priorities.
Ensure team members have the skills, tools, and resources needed to succeed.
Identify and implement process improvements that increase productivity, reduce manual effort, and improve the user experience.
Foster a culture of continuous improvement by refining team processes and procedures.
Coach and mentor team members through structured career development conversations, continuous feedback, and formal performance reviews.
Build an engaged, motivated, inclusive, and welcoming team environment.
Support recruitment and hiring initiatives.

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.
5+ years experience leading operations teams as a team lead
Excellent interpersonal and communications skills
Exemplary planning and time management skills
Proven ability to collaborate effectively with multiple, cross-functional stakeholders to achieve results
Previous experience mentoring others and are able to constructively provide feedback to others
Ability to motivate the team and keep them engaged in an otherwise structured process
Proven ability to be subject matter experts in the relevant line of business
Prior experience in customer service or internal/external user-facing operations
Experience in delivering weekly and monthly business metrics and reporting
Experience in new process launch and continuous improvement