How do you keep yourself motivated when clients are disgruntled?

"The key thing for me is empathy. Whether a client I talk to is happy or unhappy, I always try to be empathetic and an active listener, so I can understand how they feel. If someone is frustrated or confused, I usually let them vent for a few minutes first, so I can fully understand what the issue is and they feel heard. After I've validated how they feel, then I move forward with potential solutions to the problem. In the end, it's all about understanding that it's not personal, and that my job is to turn things around. In fact, taking a disgruntled customer and transforming them into a happy customer can be even more satisfying than helping someone who was already content."

The majority of the clients you work with at Stripe will likely be happy users of the platform, but there may be times when you encounter someone who is upset for some reason. When this happens, you'll need to be able to push through the negativity. Explain to the interviewer what you will do during situations like this.

How do you handle stress?

"I am the kind of person who loves variety and who can easily roll with the punches. I like that account support gives me the chance to talk to lots of different people who are dealing with various issues. I find this interesting and fun. So, in general, I don't view this type of atmosphere as stressful. Instead, I view it as a challenging puzzle that I get to solve every day. When it comes to keeping mentally relaxed and focused, I do this by listening to music that I like on my way to and from work, as well as by always taking a short lunch break with colleagues. Talking and laughing at lunch helps to break up the day and keep me in a happy frame of mind. I also work out at the gym a few times a week so I can burn off energy and run off any challenging calls I've handled that week."

Helping customers day in and day out with complex and highly technical problems can, at times, be stressful. Engaging with different personalities can also be a challenge, at times, particularly in a fast-paced environment. The interviewer wants to know that you're able to handle stress. Talk about the methods you use to relieve stress and how you remain focused and calm.

How would your current coworkers describe you?

"To begin, I think my coworkers would describe me as personable and hardworking. I really enjoy interacting with others and have a very strong work ethic. Beyond that, I believe they'd say that I'm analytical and a critical and creative thinker. During my interactions with customers, I'm always trying to figure out how I can help them by solving their problems. I don't hesitate to think outside of the box and devise new solutions that haven't been used before. I'm also detailed, technical, and a quick learner. I don't shy away from tackling complicated technical problems."

The key to answering this question is to connect any descriptive terms you give with the role. Stripe is looking for account support reps who are analytical, motivated, smart, hungry, persistent, good team players, and excellent communicators. Be honest but make sure to highlight similar strengths and qualities.

How do you take responsibility for your mistakes?

"I think the most important thing to remember after making a mistake is that it's a great chance to learn. Whenever I do make an error, I try my best to fix it and then carry away the lesson I learned from it. For example, when I first started in customer service, I once called a customer who lived on the west coast, which was three hours behind me (I was located on the east coast). Having arrived bright and early to the office, I called him first thing at 8 am about an issue that I wanted to resolve for him. When he groggily answered and said hello, all of a sudden I realized that it was 5 am for him! I felt so bad for waking him and for being so unprofessional! I apologized profusely and asked him to call me back at a better time. From that point forward, I bookmarked a page on my browser that allowed me to see what time it was wherever I was calling, and I always checked it before making a call. I realized how important timing was when making a phone call to a customer, and I have never forgotten it."

The interviewer knows that nobody is perfect. What's important is how you handle your mistakes. Emphasize that you take responsibility for them and try your best to fix them. You'll also want to explain to the interviewer that you view mistakes as learning opportunities. If possible, provide an example of a time when you made a mistake and talk about the lesson(s) you learned from it.

What kind of experience do you have with process optimization?

"In a previous customer service role, I was involved in helping the company shift payment platforms. This was a big change for the company, and it impacted how new and existing customers paid for our service. Recognizing that after the move was implemented customers would encounter changes on our website and in how they were expected to send us payment, I took the initiative to create documentation that would explain what was happening and how it would impact them. This was added to our website and many customers mentioned that it helped them to understand the changes so there was less confusion and frustration on their part. I have also been a part of other process modifications, as well, that were the result of customer feedback. I am confident that I will be able to play a part in optimizing Stripe's account processes and documentation."

Account support representatives at Stripe are involved in optimizing processes and creating documentation. The interviewer wants to find out if you have any experience in this area. If possible, talk about a time when you played a role in improving or creating a business process or documentation. Use the STAR (situation, task, action, result) method to explain how your contribution helped the company.

What does it mean to employ a consultative approach with clients?

"To me, using a consultative approach in account management means to position yourself as a trusted advisor to clients. In other words, I'm not there just to sell products or to handle customer service inquiries. Instead, I take the time to understand the client's business, their pain points, and how our products can fix their problems. In the past, I've used a consultative approach in various customer service and account manager roles that I've filled. I tend to start by asking questions about the client's needs and challenges. I actively listen to what they say, and then I educate them on what my company has to offer and how this might help them."

Stripe prefers that its account support employees use a consultative approach when interacting with clients. The interviewer wants to know what this means to you. Provide a definition and talk about any experience you have using a consultative approach with customers in the past.

Why do you think you'd fit in well at Stripe?

"From the research I've done online about Stripe, and from the conversation we've had so far this morning, I know that the company culture is ambitious, meticulous, and user-focused. I will fit in perfectly because I am highly motivated, detail-focused, and someone who cares deeply about serving and helping customers. I'm also analytical and technical, which I believe will be an asset when it comes to Stripe's products and understanding them. Additionally, I've seen online that Stripes, as I've heard your employees are called, take ownership of their work and enjoy a flat structure. To date, I've always been employed by smaller companies, so I'm accustomed to taking charge of my area(s) and working in a more informal atmosphere. I know I will fit in great at Stripe, and I'm very excited about it."

This is a good opportunity to show the interviewer that you researched the company's culture before coming to the interview. Talk about how your personality and skills are well suited to Stripe's work environment. Emphasize all the ways you will fit into the company and the role itself.

What kind of strategies would you implement at Stripe to drive product adoption and client retention?

"I think one of the best ways to retain clients is to continually refine the company's onboarding process. I think this process shouldn't only be about showing the new client how to do things and where to go, but it should really focus on how they will derive value from your products. The emphasis should be on how our products solve their problems and showing them how to make that happen. I believe this strategy helps to ensure the client's satisfaction. Outside of onboarding, I believe part of my role as account support at Stripe will be to pass along client feedback to my manager and other teams so we can continually improve the products themselves. I believe that when customers know that a company is listening to them and consistently making product changes to improve their experience, they will be happier and more apt to stay with the company."

Account support reps at Stripe play an integral part in driving product adoption and client retention. The interviewer is testing to see if you can think of and discuss any strategies on the spot. Prior to the interview, brush up on some ways you might be able to encourage customers to adopt Stripe's products and new features.

What would you do if you didn't know how to help a client?

"After I have gained some experience, it's not often that I have trouble helping a customer. However, every once in a while someone throws me a curveball. I know to expect this even more so at a company like Stripe where unusual technical issues might sometimes arise. In this case, after clarifying exactly what the problem is and that I don't have a ready answer, I would first look it up in any manuals or online resources that I have available to me. If I'm unable to find a solution, I'd then check with my colleagues and supervisor to see if they have any suggestions. As a last resort, I would take down the client's information and let them know that I'd call them back later that day once I had figured out a solution. Then, I'd talk to others and research the problem until it were resolved. I don't ever let a customer fall through the cracks; I stay on top of the situation until it is fixed and the customer has been informed."

There are bound to be times in the future when you're unsure how to solve a customer's problem. The interviewer wants to know how you will handle this uncomfortable situation. Emphasize that you are a quick thinker who is resourceful and good at problem-solving.

What are the most important qualities that an account support rep at Stripe needs to deliver great customer service?

"I think one of the top qualities necessary to fulfill this role is to be a great listener. I've learned in past customer service roles that it's crucial to really listen to the customer so that you know what problems and issues they are tackling. This allows you to then provide the best solution possible for them. Outside of listening skills, being a strong communicator and personable are also very important qualities to have as an account support representative. Once I've identified the client's pain points, I communicate the solution - which is sometimes complex and highly technical - in a clear and concise fashion. And I do so in a friendly and helpful manner so that the customer and I continue to build a meaningful and trusting relationship."

The job posts for account support at Stripe emphasize using a consultative approach when working with customers. When answering this question, talk about the qualities you possess that will allow you to provide a consultative customer experience.

Do you have any experience using SQL?

"To start, SQL stands for Structured Query Language. It's a type of programming language that is used to retrieve information from databases. Technically, it's called a query language. While I am analytical and tech-savvy, I currently lack hands-on experience using SQL. I plan to earn a SQL certification online in the near future, however, because I recognize how helpful it will be to understand this programming language when I'm working with Stripe customers. In the meantime, I'm confident that I will still be very effective in helping customers by actively listening to them, identifying their problem(s), and using data and other resources to determine how to best help them."

The interviewer may ask you this question because account support representatives at Stripe frequently have to leverage data to make decisions and to get to the root cause of client issues. Experience with SQL is considered a big plus. Prior to the interview, brush up on what SQL is so you can define it for the interviewer. If you have any experience in this area, talk about it. If not, discuss any interest and plans you have to learn more about SQL in the future.

How would you rate yourself, on a scale of 1-10, when it comes to writing?

"I would rate myself a 9 when it comes to writing. I am a strong writer who can produce content quickly and concisely. In past customer service roles, I've gained a lot of experience in writing emails to customers. I know how to write in a friendly and knowledgeable tone that clients typically appreciate. In my last role, I frequently had to explain to clients how to use the investment watchlists that we had available on our website. There was some complexity around the various ratings, but I was able to clearly explain to the customers how to best use the watchlists. Many times, I received responses back from people who wanted to thank me for my help. I look forward to having the opportunity to help Stripe users better understand the company's products and how to use them."

Account support reps at Stripe generally communicate with clients on a frequent basis over email. As a result, it will be important to the interviewer that you are a strong writer who is fluent in English. You'll want to explain that you can write quickly and clearly, in addition to being able to explain complex technical concepts in an understandable way.

What did success look like for you in your earlier roles?

"In my last role, I worked as a customer service representative for a SaaS company. Our team, as a whole, was dedicated to creating an amazing customer service experience for our clients. To make sure this was truly the case, we ran NPS (Net Promoter Score) and other customer satisfaction surveys online and over the phone to help us gauge how happy our clients were. If our manager noticed a negative trend, we would gather together to discuss it and brainstorm ways to change this. I also personally tracked my own conversion, customer retention, and average resolution rates. Monitoring these metrics allowed me to keep tabs on my ongoing performance. At all times, I strived to be quick, knowledgeable, and helpful to our customers."

There are a variety of ways that an account support representative might measure their success. The interviewer will want to know that you measure your success in some way and that you continually strive to improve. If you were previously in a client-facing role, mention any KPIs you might have tracked and how you performed. You'll want to demonstrate a strong work ethic and a desire to set and achieve goals.

What is your ideal work environment?

"By nature, I'm the type of person who enjoys helping others. This is why I've held various customer service roles throughout my life. I'm very client-focused and nothing makes my day more than fixing a problem for a customer. My ideal atmosphere for performing this kind of work is one that is collaborative and team-oriented. I like working within a team that shares the same goals. I also like variety and when things are fast-paced because it's interesting and challenging. Finally, I enjoy being part of a company that strives to continually improve its products to benefit its customers. Within the account support role, I will listen to customers and pass along their feedback, so we can keep making things better for them."

Account support representatives at Stripe typically work in an environment that is fast-moving, supportive, and innovative. The interviewer wants assurance that you will fit into this kind of atmosphere. Talk about any experience you have working for similar companies and discuss how your values and interests align with Stripe's.

If we hired you, what would you do during your first month?

"I'd be very excited to get this job. To start, I'd spend time getting to know the account support team and my manager. More specifically, I'd talk to my manager about what success looks like in this role and what his/her expectations are for me. Then I'd begin building on the research I'd previously started about Stripe's platform and apps. The better I understand the products, the better I will be able to help the customers, so this will be a high priority for me. Finally, if I'm given specific accounts to manage, I will reach out to each client and introduce myself."

The interviewer might ask this question to get a sense of how enthusiastic you are about the role. Prior to the interview, come up with a few realistic goals that you can mention if asked this question. It's always a good idea to talk about getting to know your coworkers, clients, and the company's products. You'll want to show that if hired you will hit the ground running.

What does customer service mean to you?

"Many of the positions I've held throughout my career to date were customer service oriented, so I have deep experience in this area. The reason I continue to stay in this type of role is because I genuinely enjoy helping people. In my view, customer service is two-pronged. First, it is about delighting the customer. Second, it's about solving problems for them. If you hire me, my daily goal will be to ensure that our clients are well taken care of and satisfied, in addition to having their business problems solved by our products."

As account support at Stripe, one of your main job duties will be to manage relationships with startup and SMB customers. Essentially, this comes down, in large part, to providing amazing customer service. The interviewer wants to know how you define customer service and what it means to you. Emphasize your desire to help clients find value in Stripe's products.

What do you know about our company and platform?

"To start, I've conducted a lot of research on Stripe because I've been trying to find a company whose products I believe in and whose culture I'll fit in. From everything I've seen and read, I think Stripe is an amazing company whose innovative products are tremendously beneficial to its customers. As I understand it, Stripe's platform allows online and in-person companies to accept payments from their customers. Its services also include invoicing, issuing virtual and physical cards, financing, and tackling fraud. One of the biggest benefits its platform offers users is that it enables their customers to stay on their website when making a payment instead of redirecting them to another site. Also, there are no monthly fees or set-up costs. I believe in Stripe's products and can't wait to be a part of this exciting company."

An interviewer might ask this question to find out how invested you are in this particular role versus others. They want to be able to tell that you've researched Stripe and its products so that you can talk intelligently and confidently about them. Talk in favorable terms about what the company does, how its platform benefits its clients, and why you're interested in working there within this role.

What would you do if a client complained that you were taking too long to help them?

"I don't generally encounter this type of feedback because I strive to provide quick solutions to clients. However, sometimes the resolution of an issue might be beyond my level of knowledge, and I have to consult with team members. When this is the case, I'm honest with the customer and try to provide an accurate estimation of how long it will take me to fix the problem after I consult with others. If it's going to be a bit, I always offer to call them back or to email them an update so they don't have to wait around on hold for me. In general, customers appreciate this approach. Ultimately, I do my best to get the information I need for the client as soon as possible so they don't have to be kept waiting."

There are going to be times when it takes you a while to come up with the right solution for a client. Especially because Stripe products are technical and sometimes hard to understand. The interviewer wants to see how you handle stress and negative feedback. Show that you will remain calm and professional.

What would you do if you noticed a colleague doing something incorrectly?

"Given that Stripe's products are technical and complex, I'm sure there will be times when either I or a coworker will become confused and won't give completely accurate advice to a customer. My hope is that our team will be close-knit so that we can support and help each other. In this situation, I'd first make sure that I'm accurate in my observation that they are incorrect. If this turns out to be the case, I will point this out to them in a friendly and non-judgmental manner while we are alone. I'll then spend some time showing them the correct steps and offer to help them communicate it to the customer if they need. Ultimately, we are all working together to help Stripe's customers, so we need to be there for one another."

There may be times as an account support representative at Stripe when you notice a coworker making a mistake. The interviewer wants to know what you will do in this situation. You'll want to show that you have the company's best interests at heart and that you can be tactful and polite towards a team member.

What do you do when someone approaches you with a problem?

"I think it's most important to start by actively listening to the other person. After all, I can't help them if I don't understand what the problem is! I give the other person plenty of time to talk and/or vent, but I occasionally ask follow-up questions so they know I'm comprehending what they are saying and so I can gain more clarity and am better able to help. I never act as though their issue is silly. Instead, I usually try to say something along the lines of: 'I know how you feel. I've dealt with a similar problem before in the past myself.' Then, I position myself as a person of authority who is well-informed and capable of providing a solution to their problem. If I'm unsure of what the solution is, I consult with available manuals and/or colleagues and managers. I aim to make sure the person I'm speaking to feels heard and understood, and then I strive to fix their problem as quickly as I can."

As an account support representative at Stripe, it will be important that you are able to empathize with customers who are struggling. Stripe's products are complex and technical which may sometimes cause frustration for clients. The interviewer will want to ensure that you can empathize with users and quickly grasp the issues they are facing. Discuss your ability to listen to others, ask questions, and propose thoughtful and logical solutions.

Describe a time when you had to explain a concept to various audiences.

"In one of my earlier roles, I was a customer service manager for a SaaS startup. After I'd been with the company for several years, one day our customer database was breached by hackers. This was obviously a large problem for the company. While our tech department tried to determine what exactly had happened and how to fix the problem for the future, I was the person in charge of answering the phone when it rang. Customers called in and expressed a range of emotions from being upset to confused to simply curious. I had to adjust my tone and language depending on their emotions while making sure not to say anything that would legally jeopardize the company and also clearly explaining the steps we were taking to remedy the problem. Outside of customers, I heard from lawyers, media, and people who were just plain curious. Given the sensitivity of the topic, I had to tread lightly and carefully. In the end, I was able to effectively explain to our customers what we were doing to help protect them (credit monitoring, etc.), and the company was able to move on."

The interviewer wants to know that you are able to communicate effectively with different types of people. Give an example of a time when you successfully talked about a topic to a range of audiences. Discuss how you changed your delivery for each kind of audience and what the outcome was.

Tell me about a time when you took initiative.

"In my previous role, I worked for a SaaS company as an office administrator. This meant that I was involved with the hiring and onboarding of new employees. At the time, all employee data was tracked on an Excel spreadsheet. As the company grew, however, it became apparent that there must be more efficient ways to track all of the employee information, documents, PTO, and other data. I decided to investigate our options and was able to find several different cloud services that made it much easier and quicker to gather, compile, record, and track all of this information. After proposing these alternatives at our monthly meeting, I gained the support of my manager and several colleagues. A few months later, we moved forward with one of these services, and it saved us so much time and effort in the months and years that followed."

The interviewer will be looking for a candidate who is proactive and self-motivated. As an account support representative at Stripe, there will likely be times when a customer question may bleed into needing to research and understand a new topic. Emphasize to the interviewer that you are always happy to take on new projects and that you don't shy away from learning new things.

Describe a time when you had to explain something technical.

"While in college, I took some high-level technology courses. I enjoyed them and easily excelled in them given my analytical nature and interest in these kinds of subjects. In one programming class, I was teamed up for a project with a classmate who seemed to struggle with these topics. For our project, we had to build a multi-page responsive website. I planned to divvy up the coding work between us, but my classmate was really confused about how to write the code. I ended up spending several hours with him, explaining in simplified terms and teaching him how to write the code. In the end, we got a great grade on the project, and my teammate walked away with a better understanding of how to code. Given subjects of a technical nature tend to come easily to me, I have discovered that I have a knack for conveying these sometimes complicated concepts to others, and I look forward to doing this as account support at Stripe."

Stripe's platform and products are highly technical. In order to help clients understand how to use them, you'll need to be able to understand and explain complex concepts. You'll also have to communicate effectively with technical customers. Talk about any experience or skills you have in this area. Emphasize that you are analytical and able to discuss and explain technical topics.

Describe a time when you had to deal with a challenging client. How did you handle this?

"In a previous role, I worked for a small SaaS company as a customer service representative. One day, a customer called in, and he was extremely unhappy that he was paying for our service (which, in this case, was a daily newsletter that was delivered by email) and not receiving it. I checked his status and could see that we were sending him the daily emails, yet he insisted he had never received any of them. I decided to walk him through checking his spam folder, which is where he found our newsletter. I then took the step of having him add our email address to his email address book so all of our emails would show up in his inbox going forward. Finally, I offered to extend his subscription for a free month to compensate him for the time when he hadn't been seeing our emails. Ultimately, he hung up the phone happy that his problem had been quickly solved and that he had also been compensated for his troubles."

There are going to be times when a client is unhappy, and it will be your job to resolve their issues and turn things around. Talk about a time when you successfully handled a difficult customer. Explain the methods you used to calm them down. Most importantly, show that you made every effort to fix the problem for the client.

Talk about the process you would use to troubleshoot an issue.

"I always start by listening to the customer to make sure that I fully understand the problem they are having. I ask questions, if necessary, to clarify everything. Once I'm certain that I comprehend the issue, I locate any manuals or materials that might help me to figure out the problem. I then walk the customer through each step of the process to find out if a step is missing or not. Many times, they are missing a step, and I'm able to fix the problem by pointing this out to them and making sure they understand what they need to do differently. If this isn't the case, I may then consult with colleagues and/or my manager to see if they can offer any suggestions. By this point, we have generally determined the problem and resolved it. If not, it is my job to escalate the issue further so that our IT team can look into it. If I have to do this, I make sure to clearly communicate with the customer during all stages of this process so they don't experience any frustration. In the end, I make sure that the problem has been solved and the customer is satisfied."

Stripe's products are highly technical, so the interviewer will be looking for someone who can understand and talk about technical concepts. You will want to show that you are analytical, logical, and a critical thinker. Talk the interviewer through the steps you would take to handle a customer problem that might be technical in nature.

Stripe Account Support Interview Questions

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1. How do you keep yourself motivated when clients are disgruntled?
2. How do you handle stress?
3. How would your current coworkers describe you?
4. How do you take responsibility for your mistakes?
5. What kind of experience do you have with process optimization?
6. What does it mean to employ a consultative approach with clients?
7. Why do you think you'd fit in well at Stripe?
8. What kind of strategies would you implement at Stripe to drive product adoption and client retention?
9. What would you do if you didn't know how to help a client?
10. What are the most important qualities that an account support rep at Stripe needs to deliver great customer service?
11. Do you have any experience using SQL?
12. How would you rate yourself, on a scale of 1-10, when it comes to writing?
13. What did success look like for you in your earlier roles?
14. What is your ideal work environment?
15. If we hired you, what would you do during your first month?
16. What does customer service mean to you?
17. What do you know about our company and platform?
18. What would you do if a client complained that you were taking too long to help them?
19. What would you do if you noticed a colleague doing something incorrectly?
20. What do you do when someone approaches you with a problem?
21. Describe a time when you had to explain a concept to various audiences.
22. Tell me about a time when you took initiative.
23. Describe a time when you had to explain something technical.
24. Describe a time when you had to deal with a challenging client. How did you handle this?
25. Talk about the process you would use to troubleshoot an issue.

Stripe Account Support Interview Questions

1. How do you keep yourself motivated when clients are disgruntled?

2. How do you handle stress?

3. How would your current coworkers describe you?

4. How do you take responsibility for your mistakes?

5. What kind of experience do you have with process optimization?

6. What does it mean to employ a consultative approach with clients?

7. Why do you think you'd fit in well at Stripe?

8. What kind of strategies would you implement at Stripe to drive product adoption and client retention?

9. What would you do if you didn't know how to help a client?

10. What are the most important qualities that an account support rep at Stripe needs to deliver great customer service?

11. Do you have any experience using SQL?

12. How would you rate yourself, on a scale of 1-10, when it comes to writing?

13. What did success look like for you in your earlier roles?

14. What is your ideal work environment?

15. If we hired you, what would you do during your first month?

16. What does customer service mean to you?

17. What do you know about our company and platform?

18. What would you do if a client complained that you were taking too long to help them?

19. What would you do if you noticed a colleague doing something incorrectly?

20. What do you do when someone approaches you with a problem?

21. Describe a time when you had to explain a concept to various audiences.

22. Tell me about a time when you took initiative.

23. Describe a time when you had to explain something technical.

24. Describe a time when you had to deal with a challenging client. How did you handle this?

25. Talk about the process you would use to troubleshoot an issue.