Critical Support Operations Associate, Weekend Coverage

Stripe
India
Workplace: OnsiteFull timeFunction: Product ManagementExperience: 2+ yearsEducation: high_schoolSkills: ["Communication","Problem-solving","Cross-functional collaboration","Critical thinking","User empathy"]

Serve as Stripe’s first operational responder for urgent, time-sensitive user escalations across executive-triggered requests, critical payment failures, and complex issues requiring immediate cross-functional coordination. Handle urgent@/critical@ coverage, communicate concise updates to senior stakeholders, and help build operational workflows, escalation criteria, and playbooks for the greenfield Critical Support team. Support escalation queue operations during non-shift time and drive continuous improvement from case patterns.

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FursaFursa
Stripe
Stripe
2 days ago

Critical Support Operations Associate, Weekend Coverage

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Serve as Stripe’s first operational responder for urgent, time-sensitive user escalations across executive-triggered requests, critical payment failures, and complex issues requiring immediate cross-functional coordination. Handle urgent@/critical@ coverage, communicate concise updates to senior stakeholders, and help build operational workflows, escalation criteria, and playbooks for the greenfield Critical Support team. Support escalation queue operations during non-shift time and drive continuous improvement from case patterns.
Location: India
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Handle escalation cases (executive escalations, user escalations, urgent@/critical@) with speed and sound judgment.
  • •Provide consistent coverage for urgent@ and critical@ business-critical support flows.
  • •Coordinate proactively with Incident Management, Risk, Product, Engineering, and internal partners to resolve complex, multi-team issues.
  • •Communicate clearly and professionally with senior internal stakeholders and high-profile external users, distilling complex situations into concise updates.
  • •Contribute to operational process building (workflows, escalation criteria, resolution playbooks) and support escalation queue triage during non-shift time.

Key Requirements

  • •Completed secondary education or equivalent.
  • •Minimum 2 years of professional experience in payments, fintech, or SaaS support environments.
  • •Ability to cover weekends consistently (Saturday–Wednesday or Wednesday–Sunday).
  • •High agency: independent ownership of outcomes in an ambiguous, high-stakes environment.
  • •Strong written and verbal communication for senior stakeholders, with user empathy and root-cause focus.
Experience:2+ yearsPaymentsFintechSaaSSupport
Education:High School
Skills:CommunicationProblem-solvingCross-functional collaborationCritical thinkingUser empathy
Languages:English
Tech Stack:SFDCIncident managementCase management systemsAgentic workflowsPrompting

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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