Community Operations Specialist

Salary: €52,800 - €79,200 per year

Location: Dublin HQ (hybrid, at least 50% of the month in the office or with users)

Job type: Full-time

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. Stripe's mission is to increase the GDP of the internet.

About the team

The Community Operations team supports Stripe's developer and merchant communities across social and review platforms. The team responds to users publicly and also spots recurring questions, risks and product issues to share with the rest of the business.

What you'll do

As a Community Operations Specialist you will represent Stripe publicly, handle complex and high-visibility cases, coach less-experienced teammates, support incident response under senior guidance and contribute to improvement projects, all while keeping queue performance strong.

Responsibilities

• Manage public community interactions on supported platforms, meeting quality, productivity and responsiveness standards
• Act as an escalation point for complex, sensitive or high-visibility cases, including those involving influential users, executives or fast-spreading posts
• Coach and mentor teammates on complex cases and explain the reasoning behind responses and escalations
• Spot potential social media incidents and consult senior staff before making material public commitments
• Take part in incident response with clear ownership of your part
• Gather facts, assess stakeholders and risks, and recommend a safe course of action
• Use dashboards and basic data to identify patterns and trends
• Share product, user and risk signals with partners in Product, Risk, Comms and Docs
• Contribute to reports, retrospectives, playbooks and knowledge resources
• Own defined parts of scoped improvement projects and report on progress and blockers
• Share lessons learned from escalations with the wider team

Minimum requirements

• Experience in public-facing support, community operations, technical support or a similar user-facing role
• Strong written communication, including delivering complex or unwelcome information in public
• Sound judgement with ambiguous or sensitive cases and reputational risk, and the ability to prioritise
• Ownership, organisation and follow-through, with early communication of blockers
• Ability to guide and coach less-experienced teammates
• Comfort with dashboards and basic operational data, and willingness to build query skills
• Ability to collaborate across teams
• Openness to feedback and a track record of acting on it

Preferred qualifications

• Familiarity with Stripe products, payments, fintech, APIs or developer-facing support
• Experience supporting users on social or public channels
• Background in incident response, moderation or brand-risk work
• Experience with improvement projects, root-cause analysis or knowledge management
• Familiarity with reporting, social listening data, SQL or analysis tools

Office expectations

Office-assigned Stripes are generally expected to spend at least 50% of their time each month in their local office or with users. This varies by role, team and location, and the hiring manager will confirm expectations for this team.

Pay and benefits

The annual salary range for this role's primary location is €52,800 - €79,200. The range may be narrowed during the interview process and may vary by location. Benefits may include equity, a company bonus, retirement plans, health benefits and wellness stipends, depending on location.