User Escalations Lead - Data-Driven & Cross-Functional

Visa Hunt; Dublin; On-site; EUR 65,000 - 95,000; Full time

Job summary

Stripe is seeking an experienced Escalations professional to address high-priority user escalations, working closely with product and engineering to resolve issues quickly. You’ll analyze trends, drive improvements, and help scale the team from the ground up, maintaining a strong customer-centric focus.

You will engage with reporters of escalations, collaborate with partners across Stripe, and ensure timely problem resolution within defined service levels.

Qualifications

• 5+ years in a user support (customer facing) role
• Experience troubleshooting and handling short SLA escalations
• Experience leading projects or process-improvement initiatives
• Strong judgement, detail-orientation and customer-first mindset
• Ability to manage stakeholders and influence progress
• Comfort with ambiguity and building processes to scale the team

Responsibilities

• Respond to incoming User Escalations promptly and triage to resolution
• Communicate with users via email and phone to resolve issues
• Ensure timely and accurate escalation resolutions within SLAs
• Drive rapid resolution in partnership with Stripe teams and cross-functional partners
• Conduct data-driven root cause analyses and share findings with leaders
• Collaborate with product and engineering to identify remediations for recurring issues
• Present insights to leadership and drive customer-centric improvements
• Help build the Escalations team and processes from the ground up
• Support training and adoption of new processes across Stripe
• Foster relationships with partner teams to ensure accountability for remediations
• Influence product roadmaps to address frequent escalations

Skills

User support

Escalations

SLA management

Data analysis

Process improvement

Stakeholder management

Attention to detail

Customer care

Ambiguity tolerance

Project leadership

SQL

Tools

SQL

Job description

Stripe is seeking an experienced Escalations professional to address high-priority user escalations, working closely with product and engineering to resolve issues quickly. You’ll analyze trends, drive improvements, and help scale the team from the ground up, maintaining a strong customer-centric focus.

You will engage with reporters of escalations, collaborate with partners across Stripe, and ensure timely problem resolution within defined service levels.