Frontend Engineer, Frontline Experience

San Francisco, CA, United States Posted 27 days ago

Stripe builds economic infrastructure for the internet, supporting businesses worldwide ranging from fledgling upstarts to Fortune 500s. These businesses place significant trust in Stripe to accelerate their success. This makes the user-facing teams at Stripe mission critical: these teams provide fast, accurate answers in the context of our users’ businesses across phone, email, and chat.

The Frontline Experience engineering team works side-by-side with our user-facing teams to make this possible. We build products to improve our users’ end-to-end experiences with Stripe, from how users contact us to the tools we use to answer them. We use data collected through these support products and tools to continuously improve our products.

We believe in individual enablement and build tools for power users: our fellow Stripes! Our workflow platform allows other Stripes to roll out instrumented content to the entire support team, making sure best practices are adopted efficiently even as we scale. We’re working on a new product to help users speak to their Stripe team right from their Dashboard; we’ll know we’re doing well when we hear more from these users.

We’re looking for people with a strong background in building successful products or workflow tools; you’re comfortable working directly with your users, distilling complex systems to simple interfaces, and you’re comfortable learning new technologies and systems.

You will:
  • Build the software and infrastructure that enables Stripe to help and learn from our users worldwide. Your users will be both internal and external.
  • Work side-by-side with our user-facing teams to understand (and help others understand) our users’ needs.
  • Own problems end-to-end, thinking through everything from the metrics to prioritize how we approach problems to the pixel-level details of our solutions.
  • Uphold our high engineering standards and bring consistency to the codebases, infrastructure, and processes you will encounter.
  • Collaborate with stakeholders across the organization such as experts in product, design, infrastructure, and operations.
You may be fit for this role if you:
  • Enjoy being a generalist; working on the frontend, backend, anything it takes to solve problems and delight users both internally and externally.
  • Think about systems and services and write high quality code. We work mostly in Ruby, JavaScript, MongoDB, React, Redux, Flow, HTML, and CSS. However, languages can be learned (many of us have learned the specific technologies after we joined)—we care much more about your general engineering skill and growth mindset than knowledge of a particular language or framework.
  • Thrive in a collaborative environment involving different stakeholders and subject matter experts.
  • Take pride in working on projects to successful completion involving a wide variety of technologies and systems.
  • Can stitch together many different services and processes together even if you have not worked with them before.
  • Can put yourself in the shoes of your users and be a steward of crafting great experiences.
  • Enjoy working with a diverse group of people with different expertise.
  • Uphold best practices in engineering, security, and design.
You might work on:
  • Extending our standardized workflow frameworks, which enable developers to build tooling for an increasing number of user-facing teams. Example projects include reimagining the programmatic interfaces to make it easier for any engineer to expose their products in the workflow tools and working on the end-to-end metrics pipeline to give a central view into the most impactful tooling opportunities.
  • Scaling the contact platform that enables all Stripe users to talk to us across phone, chat, and email. Projects in this area range from the interfaces through which users contact us to the underlying systems and interfaces that enable us to monitor our infrastructure.
  • Launching new user-facing products optimized for specific types of Stripe users. The goal of these products is to help these users talk to Stripe more as their business grows.

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