The opportunity
The Critical Support team is Stripe's frontline response function for urgent, high-stakes user issues. We operate at the intersection of hands-on support execution, incident response, and cross-functional coordination.
What you'll do
Case Execution: Handle escalation cases (Executive Escalations, User Escalations, urgent@/critical@) with speed and sound judgment, ensuring users in business-critical situations receive timely, high-quality support.
Provide consistent, reliable coverage for our business critical support flows (urgent@ and critical@).
Cross-Functional Coordination: Engage proactively with Incident Management, Risk, Product, Engineering, and other internal partners to drive resolution for complex issues that span multiple teams.
Stakeholder Communication: Communicate clearly and professionally with senior internal stakeholders and high-profile external users, distilling complex situations into concise updates.
Process Building: Contribute actively to defining and documenting operational workflows, escalation criteria, and resolution playbooks as the team establishes its foundations.
Queue Operations: Support Escalations queue duties during non-shift time, including triage and review of ongoing escalation cases.
What they're looking for
- Completed secondary education or equivalent.
- Minimum 2 years of professional experience within Payments, Fintech, or SaaS support environments.
- Ability to cover Weekends consistency e.g. Saturday: Wednesday or Wednesday - Sunday.
- High agency: you operate with independence, take ownership of outcomes, and: don't wait to be told what to do next.
- Ability to stay composed and exercise sound judgment in high-pressure, ambiguous situations.
- Strong written and verbal communication skills, with the ability to adjust: tone and level of detail for different audiences, including senior leadership.
- Collaborative approach to problem-solving—you know when to escalate, when to: coordinate, and when to drive toward a decision.
- Genuine user empathy paired with a drive to fix root causes, not just close tickets.
