Description
Critical Support Operations Associate, Weekend Coverage
As a Critical Support OA, you will be the first operational responder on Stripe's most urgent and time-sensitive user issues. You will execute against escalation cases across a wide range of complex scenarios,from executive-triggered requests and critical payment failures to urgent user escalations requiring immediate cross-functional coordination.
This is a builder role: in addition to resolving cases, you will actively help shape the processes, playbooks, and operational standards that make this team function. You will develop a strong foundation in executive communication, complex problem-solving under pressure, and operational execution in an ambiguous, high-stakes environment.
Note: Operation Associates in this role will work either Saturday to Wednesday, or Wednesday to Sunday.
Responsibilities
- Handle escalation cases (Executive Escalations, User Escalations, urgent@/critical@) with speed and sound judgment, ensuring users in business-critical situations receive timely, high-quality support.
- Provide consistent, reliable coverage for our business critical support flows (urgent@ and critical@).
- Engage proactively with Incident Management, Risk, Product, Engineering, and other internal partners to drive resolution for complex issues that span multiple teams.
- Communicate clearly and professionally with senior internal stakeholders and high-profile external users, distilling complex situations into concise updates.
- Contribute actively to defining and documenting operational workflows, escalation criteria, and resolution playbooks as the team establishes its foundations.
- Support Escalations queue duties during non-shift time, including triage and review of ongoing escalation cases.
- Identify patterns in case volume and resolution paths, surfacing actionable insights to improve team workflows and reduce recurring friction.
Minimum Requirements
- Completed secondary education or equivalent.
- Minimum 2 years of professional experience within Payments, Fintech, or SaaS support environments.
- Ability to cover Weekends consistency e.g. Saturday - Wednesday or Wednesday - Sunday.
- High agency: you operate with independence, take ownership of outcomes, and don't wait to be told what to do next.
- Ability to stay composed and exercise sound judgment in high-pressure, ambiguous situations.
- Strong written and verbal communication skills, with the ability to adjust tone and level of detail for different audiences, including senior leadership.
- Collaborative approach to problem-solving,you know when to escalate, when to coordinate, and when to drive toward a decision.
- Genuine user empathy paired with a drive to fix root causes, not just close tickets.
- Background in payments, fintech, or SaaS support environments.
Preferred Qualifications
- AI Fluency: You have experience working with agentic workflows, prompting and iteration. You understand how to assess output quality and apply critical thinking in AI usage.
- Experience handling executive-level or executive-triggered support cases.
- Familiarity with incident management, SFDC or case management systems.
- Demonstrated interest in building operational programs,process documentation, workflow design, or cross-functional project work.