Senior User Escalations Lead - Cross-Functional Resolver

Jackalope Digital LLC; Chicago, Northern (IL, KY); Hybrid; USD 90,000 - 150,000; Full time

Job summary

Stripe is seeking a senior User Escalations specialist in Chicago to own swift and effective resolutions for high-impact cases. You will engage directly with reporters and users, work with product and engineering teams, and leverage data to identify trends and drive improvements.

This role is pivotal in reducing friction for the largest customers and shaping the support experience. You will partner with multiple teams to implement remediations, influence product roadmaps, and help build Stripe's

Qualifications

• 5+ years in a user support role with customer-facing responsibilities.
• Experience troubleshooting and handling escalations with short SLAs.
• Proven track record on process improvement initiatives.
• Strong judgment, attention to detail and customer-first mindset.
• Ability to influence stakeholders and drive progress under pressure.
• Comfort with ambiguity and building scalable processes.

Responsibilities

• Respond to incoming user escalations in a timely manner within service levels.
• Communicate with users to resolve the most painful problems via email and phone.
• Ensure timely and accurate resolution for all escalations.
• Drive fast resolution in partnership with other teams and take ownership.
• Perform data-driven root cause analyses and validate findings with partners.
• Share insights with leaders through forums and presentations.
• Collaborate to identify remediations and drive a customer-first culture.
• Help build the team and processes from the ground up.
• Support training and socialization for process adoption across Stripe.
• Build relationships with partner teams and drive accountability for remediations.

Skills

User support

Escalations

SLA adherence

Stakeholder management

Process improvement

Data analysis

SQL

Tools

SQL

Job description

Stripe is seeking a senior User Escalations specialist in Chicago to own swift and effective resolutions for high-impact cases. You will engage directly with reporters and users, work with product and engineering teams, and leverage data to identify trends and drive improvements.

This role is pivotal in reducing friction for the largest customers and shaping the support experience. You will partner with multiple teams to implement remediations, influence product roadmaps, and help build Stripe's