User Escalation Specialist
Core
Resolve high-priority user escalations for Stripe's financial infrastructure platform by investigating issues, collaborating with product and engineering teams, and driving systemic improvements to prevent recurrence.
Role type
Senior User Escalation Specialist (Customer Success/Support)
Builds
Resolved user issues and improved product processes for Stripe's enterprise and startup customers
Domain
Financial technology / SaaS support
Deliverable
client delivery
Required skills
Troubleshooting complex technical issues, data-driven root cause analysis, stakeholder management, process improvement, cross-functional collaboration, SLA adherence, customer empathy, ambiguity management, project ownership
Preferred skills
SQL, leading concurrent projects, enterprise account management
Technologies
SQL
Responsibilities
Respond to and triage incoming user escalations within agreed service levels; communicate directly with users via email and phone to resolve critical issues; conduct data-driven root cause analyses of escalations; collaborate with partner teams to implement remediations addressing root causes; share findings and insights with leadership through presentations; influence product roadmaps to address frequent user escalations; help build the team and processes from the ground up.
Seniority
Mid-level, hands-on IC with process ownership