Stripe is a financial services platform that helps all types of businesses accept payments, build flexible billing models, and manage money movement. Backed by General Catalyst, Khosla and Kleiner Perkins.
About the role
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.
What they're looking for
- 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
More about this role
Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.
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 to help users find speedy issue resolution and alleviate confusion and unnecessary effort from non-Support Stripes to do this. We will dig into specific user escalations to find top drivers for our most frequent and painful issues affecting our largest users as well as analyze the experience for the broader subset of users.
Ultimately, these cases often shine a light on points of...
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