User Escalation Specialist
StripePayments company
Dublin, IrelandMid
Andreessen Horowitz
Sequoia Capital
Thrive Capital
Founders Fund
Peter Thiel
Elon Musk
Operations & Strategy
About the role
TL;DR
Resolve user escalations, analyze root causes, and drive improvements for a better user experience.
- •The User Escalation Specialist will be responsible for addressing user escalations at Stripe, ensuring swift and effective resolution.
- •This role involves direct user engagement, collaboration with internal teams, and data-driven analysis to improve user experiences.
- •Key Responsibilities Respond to and resolve user escalations within agreed service levels.
- •Communicate directly with users to solve complex problems via email and phone.
- •Conduct root cause analyses and collaborate with partner teams to implement remediations.
- •Identify areas for improvement within Stripe to better serve users.
- •Requirements 5+ years of experience in a user-facing support role.
- •Experience troubleshooting and working on short SLA cases/escalations.
- •Experience with project or process improvement initiatives.
- •Strong judgment, attention to detail, and a customer-first perspective.
- •Comfort with ambiguity and ability to build processes.
Required skills
SQLProject Management
Nice-to-have skills
PythonJavaScript
Domain expertise
fintech
Tech stack
PythonJavaScriptSQL