User Escalations Specialist, Stripe

• 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

Desirable

• 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