Senior User Escalations Strategist

Nubeero Limited; Dublin; On-site; EUR 70,000 - 95,000; Full time

Job summary

Stripe is seeking an experienced Escalations specialist to address user escalations swiftly and effectively. You will collaborate with product and engineering teams to resolve issues, leverage data to identify trends, and drive support improvements across the organization.

The role emphasizes ownership, customer care, and building scalable processes from the ground up, with a focus on reducing friction for large enterprise users.

Qualifications

• At least 5+ years of experience in a user support (customer facing) role.
• Proven troubleshooting experience with short SLA escalations.
• Experience leading projects or process improvement initiatives.
• Strong judgment and attention to detail.
• Customer-centric mindset with a users-first perspective.
• Calm under pressure with energy and resilience.
• Ability to create order from ambiguity by building processes.
• Strong stakeholder management and influencing skills.
• A sense of urgency to see issues through to resolution.

Responsibilities

• Respond to incoming User Escalations in a timely manner within service levels.
• Communicate with users via email and phone to resolve issues.
• Ensure timely and accurate resolution within SLAs.
• Drive fast resolution and ownership with Stripe teams.
• Conduct data-driven root cause analyses and partner with teams.
• Share findings with leaders via forums and presentations.
• Identify remediations to address root causes and drive change.
• Challenge status quo to improve user experience.
• Help build the team and processes from the ground up.
• Support training and socialization for process adoption.
• Build relationships with partner teams and ensure remediations are completed.
• Influence product roadmaps to address frequent escalations.

Skills

User support

Troubleshooting

Process improvement

Customer-centric

Resilience

Stakeholder management

Leadership

Urgency

SQL

Enterprise customers

Project management

Tools

SQL

Job description

Stripe is seeking an experienced Escalations specialist to address user escalations swiftly and effectively. You will collaborate with product and engineering teams to resolve issues, leverage data to identify trends, and drive support improvements across the organization.

The role emphasizes ownership, customer care, and building scalable processes from the ground up, with a focus on reducing friction for large enterprise users.