User Escalation Specialist

2 hours, 10 minutes ago
Full-time
Junior
Project and Program Management
Stripe

Stripe

Stripe is a global technology company that provides financial infrastructure for the internet. They offer a suite of APIs and tools for businesses to accept online and in-person payments, automate financial processes, and embed financial services in th...

Diversified Financial Services
5K-10K
Founded 2009
$8700M raised

Description

  • Respond to incoming user escalations within agreed service levels and support them through resolution.
  • Communicate directly with users by email and phone to solve urgent and painful issues.
  • Own timely and accurate resolution for all assigned user escalations.
  • Drive fast resolution directly or in partnership with other Stripe teams.
  • Conduct data-driven root cause analyses of escalations and validate findings with partner teams.
  • Share findings and insights with leaders through forums and presentations.
  • Collaborate with partner teams to identify and implement remediations that address root causes.
  • Challenge existing processes and identify opportunities to improve the user experience.
  • Help build the team, processes, and operating model from the ground up.
  • Support training and process adoption efforts across Stripe.
  • Build relationships with partner teams and drive accountability for remediation completion.
  • Understand and help influence product roadmaps tied to recurring user escalations.

Requirements

  • At least 2+ years of experience in a user support or customer-facing role.
  • Prior experience troubleshooting short SLA cases or escalations.
  • Prior experience working on projects or process improvement initiatives.
  • Sound judgment and impeccable attention to detail.
  • Deep customer care mindset and a users-first perspective.
  • Ability to stay composed and effective under pressure.
  • Comfort with ambiguity and a proven ability to create order by building processes.
  • Strong stakeholder management skills and the ability to influence others.
  • A sense of urgency and drive to see issues through to resolution.
  • Experience leading multiple concurrent projects is preferred.
  • Analytical rigor and comfort using data to inform decisions are preferred; SQL is a plus.
  • Experience supporting large enterprise users is a plus.

Interested in this position?

Apply directly on the company website

Apply Now

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