Stripe
Critical Support Manager - Escalations
Seattle or San Francisco +1 · Manager · Full-time · Posted Oct 1, 2026
- Location
- Seattle or San Francisco
US - Experience
- At least 8+ years of direct people management experience; the posting gives no alternative.
About the job
Leads Stripe’s Critical Support organization, resolving high-stakes user escalations and improving the processes and products that contribute to them.
What you'll do
- Own the team’s strategy, operating model, and multi-quarter roadmap, partnering across Product, Engineering, Sales, Risk, and other teams.
- Lead and develop escalation specialists while driving operational delivery, process improvement, and performance reporting.
- Coordinate responses to severe user issues and use escalation insights to address underlying product and process problems.
What they ask for
- At least 8+ years of direct people management experience, including senior front-line specialists and/or managers.
- Experience leading operational teams and driving large-scale operational process improvements and program management.
- Strong stakeholder management, analytical decision-making, and ability to influence cross-functional teams.
- Excellent written and verbal communication skills; able to lead by example and engage in front-line work when needed.
Nice to have
- Prior experience with Escalations or Incident Management.
- Comfort with technical troubleshooting; familiarity with FinTech industry and products.
Model-written summary · the original posting is authoritative