{"id":2710187,"url":"https://alion.io/job/stripe-team-lead-managed-support","title":"Team Lead, Managed Support","company":{"id":64,"name":"Stripe","domain":"stripe.com","url":"https://alion.io/company/stripe","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":77,"open_postings":126,"ghost_share":0.016,"stale_share":0.667,"repost_share":0.04,"time_to_fill_p50_days":60,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico City, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Stripe","optional":true}],"status":"live","first_seen_at":"2026-10-16T13:02:59Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-17T08:43:51Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Who we are\nAbout Stripe\nStripe 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.\nAbout the team\nThe 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, fraud, disputes, and complaints, while owning the operational readiness and ongoing performance of each program. Working closely with Product, Engineering, Sales, and platform partners, Managed Support provides a scalable, reliable, and compliant customer experience as Stripe’s customers launch and grow their financial products.\nWhat you’ll do\nIn 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, and contributing to the overall user satisfaction.\nTo 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.\nResponsibilities\nGuide the team in troubleshooting and resolving external user issues.\nOwn operational performance, setting clear goals and driving delivery against individual and team KPIs.\nManage capacity, scheduling, workload allocation, and day-to-day priorities.\nEnsure team members have the skills, tools, and resources needed to succeed.\nIdentify and implement process improvements that increase productivity, reduce manual effort, and improve the user experience.\nFoster a culture of continuous improvement by refining team processes and procedures.\nCoach and mentor team members through structured career development conversations, continuous feedback, and formal performance reviews.\nBuild an engaged, motivated, inclusive, and welcoming team environment.\nSupport recruitment and hiring initiatives.\nWho you are\nWe'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. 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