Critical Support Manager - Escalations

Job Description

Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world's largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet.

The Product Support team directly supports Stripe's largest and fastest growing users, partnering with them to grow their business. The Critical Support team exists within Product Support to help address the most escalated user issues.

Responsibilities

• Guide the organization to design and deliver scalable user support by partnering effectively with cross-functional stakeholders across Product, Engineering, and broader teams such as Sales, Risk, etc.
• Co-own and drive Critical Support strategy, operating model, and multi-quarter roadmap development that meets or exceeds Stripe's users and internal stakeholders' expectations.
• Act as a trusted partner to Sales, Account Management, Product, Engineering, Risk, and executive leadership during high-stakes user situations.
• Drive strong operational delivery and process improvement, helping to mitigate risk while balancing operational efficiency and user impact.
• Maintain metrics and analysis of team performance, and provide regular reporting on team performance.
• Develop strong ties with cross-functional teams and position the Critical Support team to act as an ultimate unblocking force for users.
• Set clear goals and directions, and provide regular feedback on team members' performance.
• Ensure team members are happy, effective, and growing in their careers.
• Transmit and foster Stripe's values, serving as a beacon of Stripe's user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment.
• Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements.

Requirements

• At least 8+ years of direct people management experience.
• Experience leading operational teams such as product support teams.
• Experience in strategizing and driving large-scale operational process improvements and program management work.
• Solid experience in stakeholder management, with the ability to influence cross-functional teams and drive progress for the team and users.
• Strong analytical sense and track record of making data-driven decisions.
• Skill and credibility doing the core work of a user-facing team with a high bar for quality.
• Strong ownership mindset and experience in driving highly complex initiatives at speed.
• Excellent written and verbal communication skills.