Product Designer - Support

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

The Product Design team is composed of several teams that work together to help define, create, and deliver all user-facing aspects of the Stripe brand and product. Product Designers are strategic partners to Engineering and Product Management within a dedicated product area. In partnership with the product team, they help define the user-facing experiences our users encounter on Stripe products, then translate that thinking into a complete experience that can be tested, shipped, and refined. They are responsible for creating well-functioning and beautiful products and experiences that users love and are eager to recommend to others. 

What you’ll do

Areas you could work on:

• Innovate on products critical to a great support experience for Stripe’s users, such as our chat interface, internal case management tooling, and the support site
• Drive the vision for our support tools that agents use to get the right help to our users quickly, and help us solve challenging problems along the way
• Explore new ways tooling can help agents solve user problems, such as chat, article summaries, and more
• Use a combination of AI and data-driven automation to take these tools to the next level—we’re exploring ways that we can use AI in innovative ways to help our users before they even need to contact support
• Partner with our other designers on Stripe Support, the front door for our users looking for help using Stripe

Responsibilities:

• Design industry-leading support experiences that make it easier and faster for our users to resolve their problems
• Craft an information architecture that scales for the support needs of agents serving startups to our largest users 
• Turn ambiguous problems that our users and internal stakeholders are facing into concrete new products that helps agents get accurate answers to users faster
• Shape the support products roadmap by prototyping and pitching new ideas we haven’t even thought of yet, and gaining cross-functional buy-in
• Work closely with our partner teams to help connect internal systems together in a way that gets the right information in front of agents at the right time.  You’ll also get to collaborate with closely aligned teams like developer docs, search, dashboard, and more, to create a end-to-end support experience that feels coherent
• Advocate for support internally, ensuring teams build products in a way that considers how users get the right help when they need it
• Focus on what you do best—whether that’s sketches, wireframes, prototypes, designs, or code—you’ll have the opportunity to sharpen the skills you’re looking to develop
• Work in a highly collaborative fashion with the design, product, and project teams
• Partner closely with our user research team and support ongoing research projects
• Participate in design reviews and share your work regularly with design and company leadership

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

• Has 3+ years relevant design experience at a tech, product-driven company
• Has experience with designing support tools and experience, documentation, or interfaces with high information density needs 

Preferred Qualifications

• Ability to reduce complex problems down to the right balance of flexibility, power, and ease of use
• Understanding of the support landscape and what makes a great support experience
• Skilled in explaining your work, process, and decisions to cross-functional stakeholders and crave feedback to help you produce your best work
• Comfortable presenting work to senior stakeholders regularly
• Loves working with other designers to help them learn and grow—and have them help you learn and grow
• Strong independence and an ability to advocate for a larger design vision with cross-functional stakeholders 
• Is uncompromisingly service-minded towards our users and your colleagues, but able to set and achieve priorities that find the perfect balance between benefiting the project, the Design team, and all of Stripe