{"id":1655312,"url":"https://alion.io/job/stripe-user-escalation-specialist-3","title":"User Escalation Specialist","company":{"id":64,"name":"Stripe","domain":"stripe.com","url":"https://alion.io/company/stripe","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":77,"open_postings":126,"ghost_share":0.016,"stale_share":0.667,"repost_share":0.04,"time_to_fill_p50_days":60,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Operations","role_family":"Operations","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chicago, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":137000,"max_usd":270000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":3279},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Stripe","optional":false},{"name":"SLI/SLO/SLA","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-01T19:45:09Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-18T23:18:15Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"Who we are\nAbout Stripe\nStripe 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.\nAbout the team\nThe 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. \nUltimately, 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.\nThis 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.\nWhat you’ll do\nIn 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. \nResponsibilities\nRespond 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\nCommunicate directly with users to solve the most painful problems, via email and phone\nDirectly, or in partnership with other Stripe teams, drive fast resolution and demonstrate extreme ownership in solving users issues completely\nIndependently identify issues, trends, and process breakdowns across complex escalations through data-driven root causes analyses\nLead 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\nUnderstand and help influence the relevant product roadmaps that will address the most frequent user escalations\nShare findings and insights with leaders through written documents and live presentations\nRepresent the team in cross-functional forums to advise on systemic improvements, advocate for user experience, and influence the broader organizational strategy.\nChallenge the status quo, identifying how and where Stripe needs to improve to better serve users at an organizational level\nBuild team culture, training materials, and continually edits our processes for more efficiency\nSupport training and socialization efforts for process adoption across Stripe\nWho you are\nWe’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.\nMinimum requirements\n5+ years of experience in a user support (customer facing) role\nPrior experience in troubleshooting and working on short SLA cases / escalations.\nPrior experience working on projects or process improvement initiatives\nSound judgment and impeccable attention to detail\nDeep sense of customer care and users-first perspective \nExperience leading multiple concurrent projects or process improvement initiatives\nUnflappable, exothermic energy under pressure \nComfort 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 \nSolid stakeholder management skills and an ability to influence others to drive progress\nAdvanced understanding of AI tools to optimize operational workflows\nPreferred qualifications\nAnalytical rigor and the ability to use data to inform decisions; comfort with SQL\nExperience in large / enterprise users is a plus\nExperience communicating / presenting complex situation and insights to executives","description_format":"text","description_chars":4801,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-10-02T01:31:46Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 319 · green card filings: 110","filings_12m":319,"filings_prev_12m":318,"green_card_filings_12m":110,"median_offered_wage_usd":168770,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.628,"p_room":1,"age_days":15,"expected_fill_days":60,"reasons":["conf:0","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/stripe-user-escalation-specialist-3","json_url":"https://alion.io/job/stripe-user-escalation-specialist-3.json","meta":{"generated_at":"2026-10-19T00:01:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":64},"rest":"https://alion.io/mcp/rest/get_company?id=64"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fstripe-user-escalation-specialist-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fstripe-user-escalation-specialist-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fstripe-user-escalation-specialist-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/stripe-user-escalation-specialist-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fstripe-user-escalation-specialist-3"}]}