Product Manager, Support Platform

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.

Support Technologies builds the products, platforms, and capabilities behind Stripe’s support experiences. The team helps users resolve issues quickly, supports internal teams, and creates reusable technology that improves support across Stripe.

This role focuses on the complex support needs of Platforms and Connect. Platforms, connected accounts, and their customers each have different relationships with Stripe, access levels, and responsibilities. Resolving an issue often requires understanding who owns the account, which permissions apply, how products are configured, and which party should provide support.

The team is building the foundations for more contextual support across this multi-party ecosystem. A key part of the work is improving Stripe’s customer-facing AI agent so it can understand these relationships, handle complex cases, and provide accurate, personalized resolutions at scale.

Responsibilities

• As a Product Manager for Support Experience, you will be responsible for improving the outcomes of Stripe’s user-facing AI agent that holds 100k+ conversations per week. You’ll be at the forefront of applied AI, solving problems for businesses and consumers, and redefining what great can look like. You’ll directly build agent capabilities to solve real-world user problems. That means getting hands-on with prompts, evals, skills, tools and the machinery that lets you introspect and identify opportunities within the conversational experience.
• Develop the product strategy and roadmap for Support Technologies serving Platform and Connect use cases.
• Build a deep understanding of the needs of platform operators, connected accounts, Stripe support teams, and platform support teams.
• Improve the capabilities and effectiveness of Stripe’s user-facing AI agent for Platform and Connect support experiences.
• Identify recurring support problems and translate them into reusable product, platform, and AI agent capabilities.
• Build, ship, and iterate on the prompts, skills, tools, and evaluations that enable the AI agent to solve real-world user problems.
• Improve how account relationships, roles, permissions, product configurations, and support history inform routing and resolution across AI and human-assisted support.
• Build tools that help the AI agent and support teams understand complex Platform and Connect issues and take the right next action.
• Enable platforms to support their connected accounts more effectively through appropriate tooling, visibility, automation, and contextual guidance.
• Help clarify whether Stripe, the platform, or another party is responsible for resolving a user’s issue, and route the issue accordingly.
• Create continuous improvement loops that turn insights from AI agent conversations and support interactions into scaled solutions.
• Partner with Platform, Connect, and conversational AI product teams to incorporate support capabilities into critical product journeys.

Requirements

• 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.
• Minimum requirements
• 7+ years of product management experience, excluding internships and co-ops.
• Deep user empathy and a high bar for user experience.
• Experience leading cross-team initiatives from ideation through execution.
• Experience leading technical products or a background in computer science or a similar field.
• Strong written and verbal communication skills.