Support Operations, Privy

About Privy

Our mission is to make privacy and user ownership the default online. To do so, we build simple, flexible APIs and tools for developers that make it easy to build new products on crypto rails. Privy owns the abstractions and infrastructure layer above wallets, integrating across chains, third‑party providers, and Stripe products like Treasury and Link. We solve hard technical problems while leveraging Stripe’s distribution to reach customers such as Ramp, Klarna, Deel, Kraken, Hyperliquid, and Fomo, powering experiences for both mainstream users and crypto natives.

Responsibilities

• Own triage and routing for inbound support tickets from Privy developers and end users, ensuring issues are assigned, tracked, and resolved promptly across the Developer Success team.
• Maintain data hygiene, consistency, and accuracy across the support stack (Pylon, Slack, HubSpot, and other systems).
• Partner with cross‑functional teams—including Sales, Engineering, and Product—to continuously improve the quality and efficiency of support processes.
• Create and maintain internal runbooks for ticket triage, escalations, and engineering‑support handoffs.
• Identify operational gaps and implement scalable workflows that help the team respond to customers more effectively.

Minimum Requirements

• 1–3 years of experience in support operations, customer experience, technical program management, or a related operational role.
• Highly organized and process‑driven, with strong attention to detail and a bias toward action and ownership.
• Strong intuition for customer sentiment and urgency, with sound judgment about how to prioritize and escalate issues.
• Familiarity with customer‑support tooling such as Pylon, Zendesk, Intercom, or Jira, and communication platforms like Slack.
• Comfort working across systems and maintaining high‑quality CRM data in tools such as HubSpot or Salesforce.
• Strong written and verbal communication skills, especially for issue tracking, coordination, and process documentation.
• A systems mindset and enthusiasm for building internal processes that scale with the business.

Preferred Qualifications

• Experience at a developer‑tools or infrastructure company, or experience working closely with engineering and product teams.
• Experience working with APIs, coding with AI, or using AI to automate tasks and operational processes.

In‑Office Expectations

Office‑assigned Stripes in most locations are expected to spend at least 50 % of the time in a given month in their local office or with users. Some roles (e.g., Stripe Delivery Center positions in Mexico City, Bengaluru, and Dublin) work 100 % from the office. Specific attendance requirements will be discussed by the hiring manager.

Compensation

The annual US base salary range for this role is $97,300 – $145,900. For sales roles, the range includes on‑target earnings (base salary plus commissions/bonuses). Salary ranges may be adjusted based on experience, qualifications, and location. Non‑US candidates can request the applicable salary range during the interview process.

Benefits

• Equity
• Company bonus or sales commissions/bonuses
• 401(k) plan
• Medical, dental, and vision benefits
• Wellness stipends