User Escalations Lead: Fast Resolution & Process Optimizer

Triwill Group; Chicago, Northern (IL, KY); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Stripe in Chicago is seeking a results-driven Escalations Manager to own critical user escalations and partner with product and engineering to resolve issues quickly. You’ll analyze trends, drive improvements, and help scale the team from the ground up, focusing on customer care and fast, accurate resolutions.

This high-visibility role requires strong stakeholder management and the ability to navigate ambiguity to deliver a better user experience.

Qualifications

• 5+ years in a user support or customer-facing role.
• Experience handling escalations with short SLAs.
• Experience leading process improvement initiatives.
• Strong attention to detail and customer care mindset.
• Ability to manage stakeholders and drive progress within ambiguity.

Responsibilities

• Respond to and triage user escalations with speed and ownership.
• Communicate with users via email and phone to resolve issues.
• Drive fast resolution in partnership with product and engineering teams.
• Conduct data-driven root cause analyses and share insights with leaders.
• Collaborate with cross-functional teams to implement remediations and improve processes.

Skills

Customer facing

Troubleshooting

Process improvement

Attention to detail

Customer care

Urgency

Stakeholder management

Ambiguity management

Tools

SQL

Job description

Stripe in Chicago is seeking a results-driven Escalations Manager to own critical user escalations and partner with product and engineering to resolve issues quickly. You’ll analyze trends, drive improvements, and help scale the team from the ground up, focusing on customer care and fast, accurate resolutions.

This high-visibility role requires strong stakeholder management and the ability to navigate ambiguity to deliver a better user experience.