Senior Strategic Lead, Critical Support

Stripe; San Francisco (CA); On-site; USD 180,000 - 260,000; Full time

Job summary

Stripe is seeking a strategic leader to build and run the Critical Support function. You will own the strategy, operating model, and cross-functional partnerships to resolve highly escalated user issues with urgency and impact.

You will guide a high-performing team of escalation specialists, developing product and process expertise to improve support systems and overall product quality. You will pair strategic thinking with hands-on leadership, mentoring the team, and advocating for a

Qualifications

• 8+ years of direct people management experience with frontline specialists or managers.
• Experience leading operational teams in high-growth tech.
• Experience driving large-scale process improvements and program management.
• Strong ability to influence cross-functional teams and drive progress for users.
• Proven track record of data-driven decision making.
• Willingness to contribute to front-line work when needed.

Responsibilities

• Design and deliver scalable user support by partnering with Product, Engineering, Sales, Risk.
• Co-own and drive Critical Support strategy and multi-quarter roadmaps.
• Act as trusted partner to Sales, Account Management, Product, Engineering, Risk, and executives.
• Drive operational delivery and process improvements to mitigate risk and improve efficiency.
• Maintain metrics and provide regular performance reports.
• Build cross-functional ties and position Critical Support as a key unblocker and insights source.
• Set clear goals, provide feedback, and develop team members.
• Foster happiness, growth, and a customer-centric culture.
• Lead organizational enhancements through recruiting, training, and policy writing.

Skills

People leadership

Operational leadership

Escalation management

Stakeholder management

Data-driven decisions

Front-line work

Job description

Stripe is seeking a strategic leader to build and run the Critical Support function. You will own the strategy, operating model, and cross-functional partnerships to resolve highly escalated user issues with urgency and impact.

You will guide a high-performing team of escalation specialists, developing product and process expertise to improve support systems and overall product quality. You will pair strategic thinking with hands-on leadership, mentoring the team, and advocating for a