User Escalations Specialist

Who you are

You have a strong background in customer support or user experience, with a focus on resolving escalated issues effectively. Your solid stakeholder management skills enable you to influence others and drive progress in challenging situations. You possess a sense of urgency and a commitment to seeing issues through to resolution. You have experience leading multiple concurrent projects and are comfortable using data to inform decisions, with SQL knowledge being a plus. Experience working with large or enterprise users is also beneficial.

What you'll do

As a User Escalations Specialist at Stripe, you will be the primary point of contact for all user escalations raised by Stripes on behalf of users. Your role will involve digging into specific user escalations to identify the top drivers of frequent issues affecting our largest users. You will analyze user experiences to uncover points of failure within Stripe and work collaboratively with other support and non-support teams to facilitate resolutions. Your insights will help create transformative user experiences and rectify structural issues that lead to escalations. You will engage with users and cross-functional stakeholders to ensure speedy issue resolution and alleviate confusion.

What we offer

At Stripe, you will have the opportunity to work in a high visibility, high impact role that directly contributes to improving user experiences. You will be part of a dynamic team that values collaboration and innovation. We offer a supportive work environment where you can grow your skills and advance your career while making a significant impact on the global economy. Join us in our mission to increase the GDP of the internet and help businesses thrive.