# User Escalation Specialist

**Company**: Stripe
**Location**: Chicago
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/stripe/jobs/8180318?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a9597844-1af

## Description

## Job Overview

We are seeking a User Escalation Specialist to join our team at Stripe, a financial infrastructure platform for businesses. As a User Escalation Specialist, you will play a vital part in addressing user escalations, focusing on swift and effective resolution.

## Responsibilities

- Respond to incoming User Escalations in a timely manner, triage, scope, and support to resolution

- Communicate directly with users to solve the most painful problems, via email and phone

- Be accountable for timely and accurate resolution for all User Escalations within agreed service levels

- Drive fast resolution and demonstrate extreme ownership in solving users' issues completely

- Conduct thorough, data-driven root causes analyses of escalations, and work with partner teams to validate findings

- Share findings and insights with leaders through forums and presentations

- Collaborate with partner teams to identify remediations to address root causes of escalations and drive change from a user's first mentality

- Challenge the status quo, identifying how and where Stripe needs to improve to better serve users

- Help build the team and process from the ground up

- Support training and socialization efforts for process adoption across Stripe

- Build relationships with partner teams and drive accountability for completion of remediations

- Understand and help influence the relevant product roadmaps that will address the most frequent user escalations

## Requirements

- At least 5+ years of experience in a user support (customer-facing) role

- Prior experience in troubleshooting and working on short SLA cases / escalations

- Prior experience working on projects or process improvement initiatives

- Sound judgment and impeccable attention to detail

- Deep sense of customer care and users-first perspective

- Unflappable, exothermic energy under pressure

- Comfort with ambiguity and a proven ability to create order out of chaos by building processes that help the team run better and deliver a better user experience

- Solid stakeholder management skills and an ability to influence others to drive progress

- A sense of urgency and a drive to see issues through to resolution

## Preferred Qualifications

- Experience leading multiple concurrent projects

- Analytical rigor and the ability to use data to inform decisions; comfort with SQL is a plus

- Experience in large / enterprise users is a plus

## Skills

### Required
- customer support
- troubleshooting
- process improvement
- stakeholder management
- data analysis

### Nice to have
- project leadership
- SQL
- large enterprise experience

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/stripe/jobs/8180318?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)