Critical Support Manager - Escalations
Core
Strategic leader to build and lead Critical Support as Stripe's ultimate escalation team, resolving severe user issues and driving product/process improvements.
Role type
Senior manager of critical support escalations
Builds
Scalable user support operating model and high-impact resolution for escalated enterprise clients
Domain
FinTech / Customer Support Operations
Required skills
People management, operational strategy, cross-functional stakeholder management, data-driven decision making, process improvement, team leadership, complex initiative execution
Preferred skills
Escalations/Incident management, technical troubleshooting, FinTech domain knowledge
Responsibilities
Design and deliver scalable user support strategy; drive multi-quarter roadmap for critical support experience; partner with Sales, Product, and Engineering on high-stakes issues; maintain team performance metrics and reporting; foster team growth and culture; build organizational processes and policies
Seniority
Senior, hands-on IC manager
