Product Support, Bridge

Overview

We're creating an entirely new payments platform, built with stablecoins, to simplify global money movement. Bridge enables faster, cheaper payments and borderless access to dollars via stablecoins. Through our APIs, businesses can send and receive funds across borders faster and cheaper than SWIFT and other fiat-only rails. Our virtual accounts enable international consumers and businesses to easily access, store, and spend US dollars. Our payouts infrastructure enables platforms to disburse USD to anyone globally. We believe many trillions of dollars will move and settle through stablecoin payment rails. Bridge is pulling this future forward.

About the Role

As part of our growing Product Support team, you will be a critical driver in delivering outstanding user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, diagnostic mindset, and project management skills to improve our support systems, processes, and product quality.

Responsibilities

• Analyze and troubleshoot complex technical issues through direct user interaction, using SQL to extract and interpret data alongside API documentation.
• Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
• Optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
• Lead continuous improvement initiatives aimed at achieving key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and service-level compliance.
• Create and refine documentation to empower users to resolve issues through self-service, reducing dependency on support teams.
• Partner with Product and Engineering to advocate for platform improvements based on user feedback and ensure long-term product reliability.
• Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
• Challenge the status quo and drive innovation in user support strategies and operational processes.

Requirements

• 5+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
• Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
• Experience working with APIs.
• Strong problem-solving skills, with the ability to diagnose complex issues and drive them to resolution.
• Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
• Experience in project management, particularly in optimizing processes, workflows, or support operations.
• Strong data analysis skills, with a passion for interpreting data to improve decision-making.
• Ability to explain technical concepts to both technical and non-technical stakeholders.
• Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.

Qualifications

• Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location.
• The annual US base salary range for this role is $124,000 - $186,000. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.
• Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.
• Office locations: New York, London, or Dublin HQ
• Team: Operations
• Job type: Full time