Full-Time

User Escalations Specialist

Confirmed live in the last 24 hours

Stripe

Stripe

5,001-10,000 employees

Online payment processing and financial infrastructure

Financial Services
Data & Analytics

Mid, Senior

Houston, TX, USA + 1 more

Requirements
  • Experience leading multiple concurrent projects
  • Analytical rigor and the ability to use data to inform decisions; comfort with SQL is a plus
  • The ability to navigate Stripe’s org and work cross functionally with SMEs
  • 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
Responsibilities
  • 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

Stripe is a financial infrastructure platform that facilitates online and in-person payments, subscription management, invoicing, and fraud management. It provides a unified platform, powerful APIs, and no-code options for developers, with a technology-first approach to payments and finance.

Company Stage

N/A

Total Funding

$9.3B

Headquarters

South San Francisco, California

Founded

2010

Growth & Insights
Headcount

6 month growth

11%

1 year growth

17%

2 year growth

17%

Benefits

Inclusive coverage - We provide a thoughtful and balanced set of benefits that allow Stripes to be their best selves and do great work. Whether that means offering comprehensive mental, physical, and medical health plans, supporting Stripes’ financial futures, providing fertility benefits and parental leave, or making sure Stripes have access to healthy food at the office, our robust programs put Stripes and their families first.

Growth by way of learning - We are voracious learners and teachers. Our Education team delivers an onboarding and product training curriculum for all new Stripes, and hosts expert-led courses on things like project management fundamentals and macroeconomics. Beyond the formal program, Stripes are constantly sharing knowledge with each other through conversation, documentation, reading groups, and informal talks.

A principled approach to food - The food program holds a special place in Stripe’s history and future. These Stripes come to our kitchen from a breadth of backgrounds and experiences, and focus on one proposition—respect. This is apparent not only in the local ingredients they work with or in the gracious, teamwork-driven buffet lines, but also in their approach to growing a global team through sustainable food practices and minimal waste.