User Escalation Specialist

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. What you’ll do 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. 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 Who you are 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. Minimum requirements 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 Preferred qualifications 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