Head of Critical Support & Escalations

Stripe, Inc.; United States; On-site; USD 140,000 - 190,000; Full time

Job summary

Stripe, Inc. is seeking a strategic leader to continue building Critical Support within our Product Support organization. You will own strategy, operating model, and cross-functional partnerships that enable timely, high-impact resolutions to the most severe user issues.

You will lead a high-performing team of escalation specialists, mentor talent, drive process improvements, and ensure alignment with Stripe’s user-centric culture and transparency.

Qualifications

• At least 8+ years of direct people management experience.
• Experience leading operational product support teams in high-growth tech.
• Experience driving large-scale process improvements and program management.
• Strong stakeholder management with influence across cross-functional teams.
• Proven data-driven decision making with analytical mindset.
• Willing to lead by example and handle front-line work when needed.
• Strong ownership mindset and ability to drive complex initiatives quickly.
• Excellent written and verbal communication skills.

Responsibilities

• Design and deliver scalable user support with cross-functional partners.
• Co-own and drive strategy, operating model, and multi-quarter roadmaps.
• Serve as trusted partner to Sales, Product, Engineering, Risk, and executives.
• Improve operations to mitigate risk while balancing efficiency and impact.
• Maintain team metrics and provide regular performance reporting.
• Build strong cross-functional ties and enable rapid issue resolution.
• Set clear goals, provide feedback, and foster career growth.
• Advocate for Stripe’s values and customer-centric culture.

Skills

People management

Stakeholder management

Data-driven decisions

Operational leadership

Communication

Job description

Stripe, Inc. is seeking a strategic leader to continue building Critical Support within our Product Support organization. You will own strategy, operating model, and cross-functional partnerships that enable timely, high-impact resolutions to the most severe user issues.

You will lead a high-performing team of escalation specialists, mentor talent, drive process improvements, and ensure alignment with Stripe’s user-centric culture and transparency.