Product Support Manager
Stripe
Salary undisclosed
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Description
Who we are
About Stripe
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.
About the team
Stripe is looking for a leader for our Product Support team supporting our Global markets team - the team focused on making Stripe support feel local, trusted, and effective in Stripe’s priority markets and enable expansion into new ones. This manager will lead a high-performing team motivated by improving the lives of Stripe’s user base. They will cultivate the happiness of their teams while guiding them through feedback, mentoring, and advocacy within the organization. This means helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals. The team is also responsible for managing large operational projects to improve the user support experience in these markets.
Responsibilities
- Guide the organization to design and deliver incredible user support
- Ensure team members are happy, effective, and growing in their career and new work experiences
- Set clear goals and directions, and provide regular feedback on team members’ performance
- Maintain metrics and analysis of team performance, and provide regular reporting on team performance in the form of written analysis and performance reports
- Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment
- Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements
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
- 3+ years of direct people management experience
- Experience leading operational teams such as product support teams (preferably in high-growth technology companies)
- Excellent written and verbal communication skills
- A strong operational background and a track-record of making data-driven decisions
- Skill and credibility doing the core work of a user-facing team with a high bar for quality and a willingness to lead by example
- An ability to execute on and deliver complex operational projects involving multiple stakeholders. Experience collaborating with product and sales teams.
Preferred qualifications
- Mandarin language proficiency
- Japanese language proficiency
- Experience with supporting the Japan and Greater China market
- Prior experience with SQL, Tableau and APIs
- Comfort with some technical troubleshooting
- Familiarity with FinTech industry and products
- Passion for learning new functions and features of technical products
- Experience leveraging root-cause analyses to make data-driven decisions
About this role
Stripe's Product Support Manager role in Singapore leads a team responsible for delivering user support across the company's priority global markets, with a particular focus on making support feel local and trusted in regions like Japan and Greater China. You'd own both the day-to-day leadership of a high-performing support team and larger operational initiatives aimed at improving the user experience in these markets. This means setting team goals, providing regular feedback and mentorship, tracking performance metrics, and driving organizational improvements through recruiting, process design, and cross-functional projects.
The role demands at least three years of direct people management experience, ideally in product support or operational teams within high-growth tech companies. You'll need strong data-driven decision-making skills, excellent communication abilities, and credibility doing the core work of user-facing teams—not just managing from a distance. The position also calls for experience collaborating across product and sales functions and the ability to execute complex projects with multiple stakeholders involved.
While not required, Mandarin or Japanese language proficiency would be valuable given the markets served. Background in fintech, SQL, Tableau, technical troubleshooting, and root-cause analysis would strengthen your candidacy. The role is full-time and based in-office in Singapore.
How this employer is doing
average
- H1B: Active Visa Sponsor
- Recent Acquisition
- Active Visa Sponsor
Typical pay for this role
$100,000
Typical range: $60,000 to $140,000
Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Product Support Manager postings in your area, and analyze any offer before you accept it.
The path into this work
We map every route into it support specialist work: what to learn, what each certificate costs, and how long each step takes. See the IT Support Specialist career path.
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