Senior User Escalations Lead — Cross-Functional Impact

Stripe; New York (NY); On-site; USD 116,000 - 174,000; Full time

Benefits offered by this job

Equity

401(k) plan

Medical, dental, and vision benefits

Wellness stipend

Job summary

Stripe is seeking a high-visibility Escalations role focused on swift, effective resolution of user escalations. You’ll engage with users and product/engineering teams to ensure issues are resolved, deriving trends from data and driving improvements across the organization.

The role emphasizes ownership, cross-functional collaboration, and influence on roadmap decisions to reduce escalations and improve user experience.

Qualifications

• 5+ years of experience in a user support role.
• Experience troubleshooting and working on short SLA escalations.
• Experience leading multiple concurrent projects or process improvement initiatives.

Responsibilities

• Respond to the most complex user escalations and provide executive-level updates.
• Communicate with users to resolve issues via email and phone.
• Drive fast resolution and take ownership of escalations.
• Perform data-driven root cause analyses and identify trends.
• Lead multi-stakeholder initiatives to remediate root causes.

Skills

Customer support

Escalation handling

Process improvement

Stakeholder management

AI tooling for ops

Tools

SQL

Job description

Stripe is seeking a high-visibility Escalations role focused on swift, effective resolution of user escalations. You’ll engage with users and product/engineering teams to ensure issues are resolved, deriving trends from data and driving improvements across the organization.

The role emphasizes ownership, cross-functional collaboration, and influence on roadmap decisions to reduce escalations and improve user experience.