User Escalation Specialist

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