User Escalation Specialist

The Escalations team offers a single point-of-entry for all user escalations raised by Stripes on behalf of a user. This team is accountable for all user escalation resolutions by either direct responsibility for resolution or by partnering with other support and non-support teams to facilitate a resolution. We aim ...

Ultimately, these cases often shine a light on points of failure within Stripe, and the User Escalations team has the opportunity to create transformative user experiences, while also helping edit Stripe to rectify the structural issues that resulted in the escalation in the first place.

This is a high visibility, high impact role, with the responsibility to work with users and cross functional stakeholders, all while helping build this team from the ground up.

In this role, you will play a vital part in addressing user escalations at Stripe, focusing on swift and effective resolution. You’ll engage directly with users and the reporters of the escalations, while also collaborating with product and engineering teams to ensure user issues are resolved effectively. Additionally, you will leverage data and insights to identify trends, root causes and drive support  improvements across the wider organization. 
Respond to incoming User Escalations from Stripes in a timely manner (within agreed service levels) as well as 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
Directly, or in partnership with other Stripe teams, 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 users’ 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

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.
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
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