User Escalation Specialist
StripeWho we are
About Stripe
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.
About the team
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'll 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 failure within Stripe, and the User Escalations team has 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'll 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 effective resolution of user issues. Additionally, you'll leverage data and insights to identify trends and 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, da
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