User Escalation Specialist

Stripe
Dublin
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 5+ yearsSkills: ["Customer care","Attention to detail","Stakeholder management","Ability to influence","Urgency"]

Resolve high-priority user escalations from Stripes users within agreed service levels, triaging, scoping, and driving issues to complete resolution. Communicate directly with users via email and phone, partner with product and engineering teams, and take extreme ownership to fix underlying root causes. Use data to analyze drivers and trends, share findings with leaders, influence product roadmaps, and help build team processes from the ground up.

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FursaFursa
Stripe
Stripe
4 weeks ago

User Escalation Specialist

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Resolve high-priority user escalations from Stripes users within agreed service levels, triaging, scoping, and driving issues to complete resolution. Communicate directly with users via email and phone, partner with product and engineering teams, and take extreme ownership to fix underlying root causes. Use data to analyze drivers and trends, share findings with leaders, influence product roadmaps, and help build team processes from the ground up.
Location: Dublin
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Respond to incoming user escalations in a timely manner, including triage, scoping, and support to resolution.
  • •Communicate directly with users to resolve the most painful problems via email and phone.
  • •Ensure timely and accurate resolution of user escalations within agreed service levels.
  • •Conduct data-driven root cause analyses and partner with other teams to validate findings.
  • •Share insights with leaders and collaborate on remediations that address root causes and drive change.

Key Requirements

  • •At least 5+ years of experience in a user support (customer facing) role.
  • •Experience troubleshooting and handling short SLA escalations.
  • •Experience working on projects or process improvement initiatives.
  • •Sound judgment and impeccable attention to detail.
  • •Deep customer care and a users-first perspective.
Experience:5+ years
Skills:Customer careAttention to detailStakeholder managementAbility to influenceUrgency
Languages:English
Tech Stack:SQLEmailPhone

Company Brief

Stripe
Provides payment processing APIs and financial infrastructure for internet businesses. Powers online payments for millions of companies from startups to Fortune 500s.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Scaleup
Valuation: Decacorn (USD 10B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2010
Glassdoor
Glassdoor: 4.2
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