User Escalations Strategist

Stripe; Chicago (IL); On-site; USD 116,000 - 174,000; Full time

Benefits offered by this job

Equity

Bonus opportunities

401(k) plan

Medical, dental, and vision insurance

Wellness stipend

Job summary

Stripe is seeking a dedicated User Escalations Specialist to own high-visibility, high-impact resolutions for our largest users. You will engage with users and escalation reporters, partner with product and engineering, and use data to identify trends and root causes.

This role requires strong customer care, rigorous attention to detail, and the ability to build scalable processes from the ground up while navigating ambiguity.

Qualifications

• 5+ years in a user support role with customer-facing responsibilities.
• Troubleshooting experience handling short SLA escalations.
• Experience with process improvement initiatives and making data-driven decisions.
• Sound judgment and impeccable attention to detail.
• Customer care mindset with a users-first perspective.

Responsibilities

• Respond to incoming escalations within service levels and triage to resolution.
• Communicate with users to solve problems via email and phone.
• Ensure timely and accurate resolution for all escalations within SLAs.
• Drive fast resolution and ownership by partnering with Stripe teams.
• Conduct data-driven root cause analyses and validate findings with partner teams.
• Share findings with leaders and drive product improvements.
• Collaborate to identify remediations addressing root causes and drive change.
• Help build the team and processes from the ground up.
• Support training and socialization for process adoption across Stripe.
• Influence product roadmaps to address frequent escalations.

Skills

Customer care

Troubleshooting

Process improvement

Attention to detail

Stakeholder management

Working under pressure

Ambiguity tolerance

Decision making

Urgency

Tools

SQL

Job description

Stripe is seeking a dedicated User Escalations Specialist to own high-visibility, high-impact resolutions for our largest users. You will engage with users and escalation reporters, partner with product and engineering, and use data to identify trends and root causes.

This role requires strong customer care, rigorous attention to detail, and the ability to build scalable processes from the ground up while navigating ambiguity.