The opportunity
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.
What you'll do
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
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
- 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
