Community Operations Specialist
Job description
<h2><strong>Who we are </strong></h2>
<h3><strong>About Stripe</strong></h3>
<p><span style="font-weight: 400;">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.</span></p>
<h3><strong>About the team</strong></h3>
<p>Community Operations manages Stripe’s support presence across public developer and merchant communities. The team responds across channels including X, Reddit, LinkedIn, Facebook, YouTube, and app-store reviews. Because these interactions are public and one-to-many, each response can influence user trust, Stripe’s brand, and the experience of people beyond the original poster.</p>
<p>The team combines responsive community support with proactive signal detection. We identify recurring questions, emerging risk, product friction, documentation gaps, and opportunities to improve how Stripe supports its community.</p>
<h2><strong>What you’ll do</strong></h2>
<p>As a Community Operations Specialist, you will represent Stripe across public developer and merchant communities. You will independently assess and coordinate complex or high-visibility community cases, including situations involving influential users, executive tags, rapid amplification, privacy concerns, and incomplete information. You will guide less-experienced teammates, support incident and escalation response, surface recurring user and product signals, and contribute to defined operational-improvement projects.</p>
<p>You will maintain strong queue performance while building experience in higher-impact Specialist work. For novel, highly sensitive, or incident-level decisions, you will work with senior Specialists and cross-functional partners to determine the safest path forward.</p>
<h3><strong>Responsibilities</strong></h3>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Manage community interactions across supported platforms while consistently meeting quality, productivity, and responsiveness expectations.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Act as an escalation point for complex, sensitive, ambiguous, or high-visibility community cases, including influential users, executive tags, media-adjacent attention, rapid amplification, cross-platform misinformation, and privacy or brand concerns.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Support teammates as they navigate complex cases by providing actionable feedback and explaining the reasoning behind recommended responses and escalation decisions.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Recognize potential social-media incidents or high-risk situations and engage a senior Specialist or incident lead before making a novel or material-risk public commitment.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Participate in incident response under senior Specialist guidance, maintaining clear ownership and communication.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Gather relevant facts, identify stakeholders and risks, consider response options, and recommend a safe path forward for escalated cases.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Use dashboards, queue reviews, social-listening reports, and basic operational data to identify patterns and support decisions; develop familiarity with basic queries where helpful.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Communicate clear product, user, and risk signals to cross-functional partners such as Product, Risk, Comms, and Docs.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Contribute to trend summaries, incident retrospectives, product-signal reports, playbooks, and internal knowledge resources.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Own defined components of pre-scoped improvement projects, maintaining a plan and communicating progress, dependencies, blockers, and risks.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Capture reusable lessons from escalations and share them through team documentation and knowledge-sharing forums.<br></span></li>
</ul>
<h2><strong>Who you are</strong></h2>
<p>We’re looking for someone who meets the minimum requirements to be considered for the role. Preferred qualifications are helpful but not required.</p>
<h3><strong>Minimum requirements</strong></h3>
<ul>
<li style="font-weight: 400;">Experience in public-facing support, community operations, technical support, or a comparable user-facing operational environment.</li>
<li style="font-weight: 400;">Exceptional written judgment, with the ability to communicate complex or unfavorable information clearly, empathetically, and safely in public forums.</li>
<li style="font-weight: 400;">Sound judgment when handling ambiguity, sensitive user situations, incomplete information, and potential reputational risk, with the ability to prioritize competing cases using user impact, urgency, sensitivity, privacy risk, and public amplification.</li>
<li style="font-weight: 400;">Demonstrated ownership and the ability to organize work, follow through on commitments, and communicate blockers early.</li>
<li style="font-weight: 400;">Ability to guide or support less-experienced teammates using clear, actionable feedback and sound reasoning.</li>
<li style="font-weight: 400;">Comfort using dashboards, queue reviews, and basic operational data to identify patterns and support decisions; willingness to develop basic query skills where helpful.</li>
<li style="font-weight: 400;">Ability to collaborate effectively with teammates and cross-functional stakeholders.</li>
<li style="font-weight: 400;">Receptiveness to feedback and evidence of applying feedback to improve performance.</li>
</ul>
<h3><strong>Preferred qualifications</strong></h3>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Familiarity with Stripe products, payments, financial technology, APIs, or developer-facing support.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Experience supporting users through public or social channels.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Familiarity with incident response, social escalation, moderation, or brand-risk workflows.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Experience contributing to operational-improvement projects, root-cause investigations, or knowledge-management initiatives.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Familiarity with operational reporting, social-listening data, SQL, or other data-analysis tools.<br></span></li>
</ul>
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