User Escalation Specialist

Stripe
Chicago, United States
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 5+ yearsSkills: ["Customer care","Attention to detail","Sound judgment","Stakeholder management","Process improvement"]

Own and resolve user escalations end-to-end, responding within service levels while triaging, scoping, and driving issues to complete resolution. Communicate directly with users via email and phone, collaborate with product and engineering partners, and perform data-driven root-cause analyses. Share insights with leaders, identify remediations to prevent repeat escalations, and help build the Escalations team’s processes from the ground up.

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FursaFursa
Stripe
Stripe
2 days 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: 50 minutes agoStatus: Live
Reposted: similar role first listed 4 weeks ago

Job Summary

Own and resolve user escalations end-to-end, responding within service levels while triaging, scoping, and driving issues to complete resolution. Communicate directly with users via email and phone, collaborate with product and engineering partners, and perform data-driven root-cause analyses. Share insights with leaders, identify remediations to prevent repeat escalations, and help build the Escalations team’s processes from the ground up.
Location: Chicago, United States
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Respond to incoming user escalations from Stripes, including triage, scope, and support to resolution within agreed service levels.
  • •Communicate directly with users to solve painful problems via email and phone.
  • •Take accountability for timely and accurate resolution of user escalations within service levels, demonstrating extreme ownership.
  • •Conduct thorough, data-driven root-cause analyses and validate findings with partner teams.
  • •Share findings with leaders and collaborate on remediations to address root causes and improve user experience; help build team and processes from the ground up.

Key Requirements

  • •At least 5+ years of experience in a user support (customer facing) role.
  • •Prior experience troubleshooting and handling short SLA escalations.
  • •Experience working on projects or process improvement initiatives.
  • •Sound judgment with impeccable attention to detail.
  • •Strong customer care and users-first perspective; ability to build order out of ambiguity and influence stakeholders to drive progress.
Experience:5+ years
Skills:Customer careAttention to detailSound judgmentStakeholder managementProcess improvement
Languages:English
Tech Stack:SQL

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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