Product Manager, Support Platform

About Stripe

Stripe is a financial infrastructure platform serving millions of companies worldwide to facilitate payments, increase revenue, and fuel business growth. Our mission is to expand the economic possibilities of the internet globally, presenting a vast opportunity to impact the digital economy significantly.

About The Team

The Support Technologies team creates products and platforms that enhance Stripe’s support experience. This group focuses on helping both customers and internal teams resolve issues efficiently by building reusable support technologies.

Role Focus

This position centers on the complex support scenarios involving Platforms and Connect. Since platforms, connected accounts, and their users have varied relationships, permissions, and responsibilities, resolving problems requires understanding these nuances. The team is building foundational elements for more contextual support experiences within this ecosystem, including enhancing Stripe’s user-facing AI agent to handle complex support cases accurately and personally at scale.

Key Responsibilities

• Define the product strategy and roadmap focusing on support technologies for Platform and Connect.
• Develop a thorough understanding of the needs of platform operators, connected accounts, and relevant support teams.
• Enhance the AI agent’s capabilities to improve support outcomes for Platform and Connect users.
• Identify recurring support challenges and develop reusable solutions involving products, platforms, and AI functionalities.
• Create, deploy, and refine prompts, skills, tools, and evaluation methods that assist the AI agent in resolving real user issues.
• Optimize how account relationships, permissions, product configurations, and support history inform case routing and resolution between AI-driven and human-assisted support.
• Develop tools enabling better AI and human support teams’ comprehension of complex Platform and Connect issues and guide appropriate next steps.
• Empower platform operators to support their connected accounts effectively via the right tools, automation, and contextual advice.
• Clarify and route responsibility for user issues accurately among Stripe, the platform, or other parties.
• Establish continuous feedback loops translating AI conversations and support data into scalable improvements.
• Collaborate with Platform, Connect, and conversational AI teams to embed support-centric capabilities into key product workflows.

Candidate Profile

• At least seven years of product management experience, excluding internships and co-ops.
• Strong empathy for users and a commitment to a high standard of user experience.
• Proven experience steering cross-functional projects from concept through to launch.
• Experience managing technical products or a related background in computer science or equivalent.
• Excellent verbal and written communication abilities.

Work Environment Expectations

The role is based in Dublin, Ireland with an expectation of spending full time onsite. Generally, Stripe encourages employees to spend at least 50% of their time in the office monthly, but some roles, including this one in Dublin, require 100% office presence to support collaboration and user needs effectively.

Compensation and Benefits

The annual salary range for this position is €102,400 to €153,600 and may differ based on the candidate’s location and experience. Additional benefits might include equity, bonuses, retirement plans, health insurance, and wellness stipends. Specific compensation details are discussed during the interview stages.

Diversity and Inclusion Statement

Stripe encourages applications from passionate, resilient individuals with integrity, even if their backgrounds do not perfectly match the requirements. The company values diverse perspectives and critical thinking and supports those who challenge the status quo.