🛠 Tech Stack

💼 About This Role

You'll resolve complex user escalations for Stripe's largest users, working cross-functionally with product and engineering teams. You will drive root cause analysis to fix systemic issues and improve user experience. This high-visibility role offers the chance to build the team from the ground up.

🎯 What You'll Do

• Respond to and triage incoming user escalations within SLA
• Communicate directly with users via email and phone to resolve issues
• Conduct data-driven root cause analyses of escalations
• Collaborate with partner teams to drive remediations and product improvements

📋 Requirements

• At least 2+ years experience in a user support role
• Prior experience in troubleshooting and working on short SLA cases
• Prior experience in process improvement initiatives
• Ability to influence cross-functional stakeholders

✨ Nice to Have

• Experience leading multiple concurrent projects
• Analytical rigor and comfort with SQL
• Experience with large/enterprise users

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical/Case Interview· 60 min