User Escalation Specialist
Core
Resolve high-priority user escalations for Stripe's financial infrastructure platform, driving root cause analysis and process improvements to fix structural issues.
Role type
Senior User Escalation Specialist (Customer Support)
Builds
Resolved user issues and improved support processes for Stripe's enterprise and startup customers
Domain
Financial technology / SaaS support
Deliverable
client delivery
Required skills
User support experience, troubleshooting, process improvement, root cause analysis, stakeholder management, data-driven decision making, SQL (preferred)
Preferred skills
Leading concurrent projects, enterprise user experience, analytical rigor
Responsibilities
Respond to and triage user escalations within service levels, communicate directly with users to solve critical issues, conduct data-driven root cause analyses, collaborate with product and engineering teams to implement remediations, build team processes from the ground up, present findings to leadership, influence product roadmaps to address frequent user issues
Seniority
Senior, hands-on IC with process ownership