The posting
Who We Are
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.
At Stripe, our Mexico City office is a vibrant hub at the forefront of our mission to reshape the financial landscape for businesses worldwide. Our team prioritizes collaboration, innovation, and excellence. As a member of the Mexico City team, you’ll be part of a mission-driven community dedicated to enhancing the global economy and increasing the GDP of the internet. We strive for excellence by creating with craft and beauty, while having fun and celebrating our successes together. We cultivate a culture of collaboration, inclusivity and support where every team member’s voice matters. Our commitment shines through as we handle over a million support cases each year, empowering our users not just to solve problems but to achieve their goals.
About TaxJar. Stripe acquired TaxJar in 2021 to strengthen Stripe Tax’s sales tax capabilities in the United States. Unlike most international markets with more uniform tax structures, the US sales tax landscape is exceptionally complex: rates and rules can vary between states, local jurisdictions, and even neighboring addresses. There is no single nationwide tax rate—or even a uniform rate within each state. TaxJar enables us to better serve US businesses, as well as global businesses selling in the United States. With more than 16,000 combinations of sales tax rules and rates across the country, our Support team helps users navigate this complexity.
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 launched Stripe Delivery Centers - a 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:
- Troubleshoot and solve technical/external user issues.
- Analyze our processes and instigate changes to help scale our operations and improve user experience
- Work closely with other Stripe teams to improve our product offerings and messaging around new products and features.
- Gain unique insights into how thousands of businesses on Taxjar and Stripe scale and operate.
- Have an opportunity to learn how Stripe operates from ground up and make a real impact on the future on organization
- Contribute towards building a strong team environment and operational culture at Stripe
- Partner with global TaxJar direct team members, Tax organization stakeholders, and other Stripes towards solving complex and high stakes problems.
- Work efficiently under time-sensitive deadlines to help our users stay compliant with their Sales Tax obligations.
- Break down challenging tax and technical topics for both tenured and experienced users, and those with no prior knowledge of the subject.
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 English communication skills, both written and verbally
- You excel in analytical thinking, researching, 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
- Self-led and independent learning skills
- 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
- Our primary communication channels with TaxJar users are email and phone, distributed at 80% and 20% respectively. Phone is outbound only — we call users upon specific request
Day
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 8am and 6pm.
Weekend Day
You’re willing to work a weekend shift pattern (either Sun-Thur (with Fri and Sat off) or Tue-Sat (with Sun and Mon off) the SDC operates during daytime hours in 9 hour shifts (including 1 hour paid lunch break) scheduled to fall between the hours of 8am and 6pm.
Preferred Qualifications:
- Prior experience or knowledge in user support Prior experience in troubleshooting Prior experience working on projects or process improvement initiatives Any technical background is a plus, particularly in areas such as APIs, SQL, integrations Strong and self-driven research skills
