User Escalations Specialist

Who you are

You have experience in customer support or user escalations, demonstrating solid stakeholder management skills and an ability to influence others to drive progress. You possess a sense of urgency and a drive to see issues through to resolution. Your analytical rigor allows you to use data to inform decisions, and you are comfortable with SQL. Experience with large or enterprise users is a plus, as is the ability to lead multiple concurrent projects.

What you'll do

As a User Escalations Specialist at Stripe, you will be the single point-of-entry for all user escalations raised by Stripes on behalf of users. You will be accountable for all user escalation resolutions, either directly or by partnering with other support and non-support teams to facilitate resolutions. Your role will involve digging into specific user escalations to identify the top drivers for frequent and painful issues affecting our largest users, as well as analyzing the experience for a broader subset of users. You will have the opportunity to create transformative user experiences while helping to rectify structural issues that led to escalations in the first place. This high visibility, high impact role requires collaboration with users and cross-functional stakeholders to ensure speedy issue resolution and alleviate confusion.

What we offer

At Stripe, you will be part of a mission-driven team that aims to increase the GDP of the internet. You will have the chance to work in a dynamic environment where your contributions directly impact user experiences and the overall success of the company. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.