<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