Team Lead, Quality Analyst, Product Support Operations

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

As Stripe’s user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Product Support Operations (PSO) team plays a key role in efficiently solving our users’ issues. As part of our PSO team, you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, analytical mindset, and project management skills to strategically improve our support systems, processes, and product quality. We strive to deliver frictionless experiences for all of our users, whether they are an Independent Business, Startup, SMB, or Enterprise and our mission is to provide all Stripe Users with the best support experience possible.

Our Quality team sits at the heart of that mission. We are responsible for defining and upholding the standards that shape every user interaction across our support verticals. We believe that quality is not just a score — it is a reflection of the care and expertise we bring to every user, every time.

What you’ll do

In this role, you will own quality outcomes at your site, leading a team of approximately 6 Quality Analysts spanning multiple support verticals. Your team plays a critical role in upholding the quality standards that underpin the experience we deliver to Stripe's users and you will be the person who drives that standard forward at your site.

Beyond your team, you will serve as a key voice in the evolution of our quality program and a strategic partner to vertical leads. To be a great fit, you will have a quality first mindset, the ability to translate data into action, a track record of coaching others to grow, and the cross functional credibility to influence without authority across a multi vertical environment.

Responsibilities

Own UIQ quality scores across all verticals at your site, driving teams to meet and sustain a minimum 90% quality score

Serve as the final escalation layer for Disputes at your site, ensuring fair, consistent, and well reasoned outcomes

Review quality trends for each vertical at your site, identifying patterns and surfacing risks before they become issues

Complete case work to stay close to the day to day realities of the verticals’ subject matter and maintain subject matter familiarity

Participate in calibration sessions across verticals to drive alignment and consistency in scoring

Help lead rubric updates and contribute to the continuous evolution of our quality framework

Drive projects at the quality program level, contributing to broader initiatives that improve how quality is measured and managed across PSO

Deliver high-level quality reporting for all verticals at your site, providing leadership with a clear and actionable view of performance

Provide insights and recommendations back to vertical leads, translating quality data into concrete operational guidance

Manage and develop a team of ~6 Quality Analysts representing verticals including Payments, Revenue Suite, Account & Connect, Money Management, Enterprise, and Community Ops

Set clear goals and expectations for individual and team performance

Coach and mentor individuals through structured career development conversations

Provide continuous performance feedback and facilitate formal performance reviews

Foster a culture of continuous improvement and psychological safety within the team

Drive and own initiatives that make the team an engaging and motivating place to work

Support recruitment and hiring initiatives as the team evolves

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

Experience coaching or leading teams, with a demonstrated ability to manage and develop individual performance

Prior experience in a QA or quality assurance capacity within a product support or customer service organisation

Experience mentoring others and delivering constructive, growth-oriented feedback

Proven subject matter expertise in product support or customer service operations

Ability to work cross-functionally across multiple teams or verticals to drive results and foster partnership

Strong analytical skills — able to identify trends in quality data and translate them into clear, actionable insights

Excellent interpersonal and written communication skills

Exemplary planning and time management skills, balancing people leadership, reporting, and program-level responsibilities

Preferred qualifications

Experience delivering quality or business performance reporting to leadership

Experience participating in or facilitating calibration sessions

Experience contributing to rubric development or quality framework design

Experience with new process launches and continuous improvement initiatives

Stripe is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.