User Escalations Architect - Drive Fast, Clear Resolutions

Nubeero Limited; Chicago, Northern (IL, KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Stripe's Escalations team in Chicago seeks a seasoned customer escalations specialist to address high-priority user issues with speed and ownership. You’ll engage directly with users, coordinate with product and engineering, and drive data-driven improvements across the organization.

You will conduct root-cause analyses, share insights with leadership, and help build scalable processes and training to prevent future escalations while preserving an exceptional user experience.

Qualifications

• 5+ years of experience in a user support (customer facing) role.
• Experience troubleshooting and working on escalations with short SLAs.
• Experience leading projects or process improvement initiatives.
• Strong attention to detail and customer care.
• Ability to work under pressure with ownership.

Responsibilities

• Respond to incoming User Escalations promptly and triage to resolution.
• Communicate with users to resolve the most painful problems via email and phone.
• Ensure timely and accurate resolution within service levels.
• Collaborate with Stripe teams to drive fast resolution and ownership.
• Conduct data-driven root cause analyses and validate findings with partners.
• Share insights with leaders through forums and presentations.
• Identify remediations to address root causes and drive change from a users-first mindset.
• Help build the team and processes from the ground up.
• Support training and socialization efforts for process adoption.

Skills

Customer support

Escalation management

Root cause analysis

Stakeholder management

Data analysis

Communication

Tools

SQL

CRM tools

Job description

Stripe's Escalations team in Chicago seeks a seasoned customer escalations specialist to address high-priority user issues with speed and ownership. You’ll engage directly with users, coordinate with product and engineering, and drive data-driven improvements across the organization.

You will conduct root-cause analyses, share insights with leadership, and help build scalable processes and training to prevent future escalations while preserving an exceptional user experience.