Enterprise Support Specialist - High-Value Escalations

Sanics Jobs; Dublin; Hybrid; EUR 60,000 - 80,000; Full time

Job summary

Stripe is seeking a product support specialist to troubleshoot complex user issues for high-value customers and to own escalations across Stripe products. You will interact directly with users by email and occasionally by call, becoming the expert in Stripe workflows to resolve issues efficiently.

You will collaborate with Engineering and Operations to improve service delivery, documentation, and CSAT metrics while scaling support for a growing user base in Enterprise.

Qualifications

• Minimum requirements include a user-first mindset and excellent written/verbal communication.
• Experience in customer service or internal/external user-facing operations is preferred.
• Willingness to work two holiday days per year, with a weekday off following the holiday shift.

Responsibilities

• Troubleshoot complex user issues and communicate with high-value users by email, and occasionally by call.
• Own and manage business-critical escalations and incidents for users.
• Become the expert on Stripe products and processes to resolve user issues with context-aware support.

Skills

SQL

Tableau

APIs

Data analysis

Tools

Tableau

Job description

Stripe is seeking a product support specialist to troubleshoot complex user issues for high-value customers and to own escalations across Stripe products. You will interact directly with users by email and occasionally by call, becoming the expert in Stripe workflows to resolve issues efficiently.

You will collaborate with Engineering and Operations to improve service delivery, documentation, and CSAT metrics while scaling support for a growing user base in Enterprise.