User Escalation Specialist

Who we are

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. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

The Escalations team offers a single point-of-entry for all user escalations raised by Stripes on behalf of a user. This team is accountable for all user escalation resolutions by either direct responsibility for resolution or by partnering with other support and non-support teams to facilitate a resolution. We aim to help users find speedy issue resolution and alleviate confusion and unnecessary effort from non-Support Stripes to do this. We dig into specific user escalations to find top drivers for our most frequent and painful issues affecting our largest users as well as analyze the experience for the broader subset of users. 

Ultimately, these cases often shine a light on points of failure within Stripe, and the User Escalations team has the opportunity to create transformative user experiences, while also helping edit Stripe to rectify the structural issues that resulted in the escalations in the first place.

This is a high visibility, high impact role, with the responsibility to work with users and cross functional stakeholders, all while helping build this team from the ground up.

What you’ll do

In this role, you will play a vital part in addressing user escalations at Stripe, focusing on swift and effective resolution. You’ll engage directly with users and the reporters of the escalations, while also collaborating with product and engineering teams to ensure user issues are resolved effectively. Additionally, you will leverage data and insights to identify trends, root causes and drive support improvements across the wider organization. 

Responsibilities

• Respond to the most complex User Escalations from Stripes (including executives) and provide concise, relevant, executive-level updates on a regular basis during business hours Monday through Friday
• Communicate directly with users to solve the most painful problems, via email and phone
• Directly, or in partnership with other Stripe teams, drive fast resolution and demonstrate extreme ownership in solving users issues completely
• Independently identify issues, trends, and process breakdowns across complex escalations through data-driven root causes analyses
• Lead complex, multi-stakeholder initiatives with partner teams to identify remediations to address root causes of escalations and drive change that will have the greatest strategic impact
• Understand and help influence the relevant product roadmaps that will address the most frequent user escalations
• Share findings and insights with leaders through written documents and live presentations
• Represent the team in cross-functional forums to advise on systemic improvements, advocate for user experience, and influence the broader organizational strategy.
• Challenge the status quo, identifying how and where Stripe needs to improve to better serve users at an organizational level
• Build team culture, training materials, and continually edits our processes for more efficiency
• Support training and socialization efforts for process adoption across Stripe

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• 5+ years of experience in a user support (customer facing) role
• Prior experience in troubleshooting and working on short SLA cases / escalations.
• Prior experience working on projects or process improvement initiatives
• Sound judgment and impeccable attention to detail
• Deep sense of customer care and users-first perspective 
• Experience leading multiple concurrent projects or process improvement initiatives
• Unflappable, exothermic energy under pressure 
• Comfort with ambiguity and a proven ability to create order out of chaos by building processes that help the team run better and deliver a better user experience 
• Solid stakeholder management skills and an ability to influence others to drive progress
• Advanced understanding of AI tools to optimize operational workflows

Preferred qualifications

• Analytical rigor and the ability to use data to inform decisions; comfort with SQL
• Experience in large / enterprise users is a plus
• Experience communicating / presenting complex situation and insights to executives