Team Lead – Operations Location: Bangalore, India
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 revenue, and unlock new business models. Our mission is to increase the GDP of the internet, and we’re just getting started. Every Stripe employee has the opportunity to impact this mission meaningfully.
About the Stripe Delivery Center (SDC) The SDC is a strategic operations hub designed to scale Stripe’s user support, compliance, and operational excellence. We work at the intersection of user empathy, operational scale, and technical depth to support Stripe’s most critical workflows. Our teams partner deeply with global stakeholders across product, engineering, legal, and risk to deliver reliable, high-quality outcomes for our users.
About the Role We’re looking for a high-agency, people-first Team Lead to manage a group of Operations Associates supporting one of Stripe’s high-impact verticals. You will operate in a player-coach capacity, ensuring daily execution excellence while mentoring your team toward long-term success. This is a hands-on role combining operations leadership, team development, and process ownership.
You’ll work at the heart of scaled operations—where structured execution meets deep ownership.
What You’ll Do
- Lead with Clarity & Accountability: Manage a team of Associates and ensure delivery on key KPIs across quality, productivity, and timeliness.
- Be a Subject Matter Expert: Act as a go-to leader in your workflow, resolving complex cases, guiding escalations, and driving operational decision-making.
- Critical thinker: Demonstrates strong critical thinking and end-to-end ownership in navigating ambiguity, resolving complex issues, and driving outcomes without constant direction.
- Coach & Grow Talent: Provide regular feedback, run structured development conversations, and mentor Associates on career progression within and beyond their current roles.
- Drive Operational Rhythm: Own capacity planning, queue monitoring, shift scheduling, and issue triaging to ensure stable daily operations.
- Build a Culture of High Standards: Set clear expectations, uphold rigorous quality benchmarks, and foster continuous improvement in process and people.
- Execute Process Enhancements: Identify gaps and lead small-scale initiatives to reduce manual effort, improve turnaround times, or elevate the user experience.
- Partner with Cross-Functional Teams: Collaborate with program managers, product specialists, quality auditors, and global stakeholders to drive alignment and excellence.
- Contribute to Team Identity: Help shape the culture, rituals, and onboarding practices that make your team a cohesive, inclusive, and high-performing unit.
Who You Are
Minimum Qualifications
- 1 – 2+ years of people leadership or team lead experience in customer support, back-office operations, or a scaled service environment
- Demonstrated ability to mentor, coach, and guide teams to success
- Operationally strong - able to manage queues, plan capacity, and make real-time execution decisions
- Strong communication and interpersonal skills, especially in handling feedback, conflict, and ambiguity
- Experience collaborating with cross-functional stakeholders (e.g., product, risk, compliance)
- Hands-on experience working within structured SOPs, SLAs, and quality frameworks
- Comfortable in working shifts (including periodic weekend coverage with compensatory weekday off)
Preferred Qualifications
- Exposure to scaling support or operations within high-growth or tech environments
- Familiarity with metrics-led performance management
- Prior experience in owning a domain or initiative beyond daily execution (e.g., Automation / LLM contributions, QA improvements, onboarding, playbook creation)
Why Join Us As a Team Lead, you will shape the next generation of high-agency associates at Stripe. You’ll be empowered to lead with empathy, innovate responsibly, and elevate those around you—while helping scale Stripe’s operational backbone.
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. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico and Bengaluru, India work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.
