Stripe
User Escalation Specialist
Chicago, Seattle +1 · Full-time · Posted Oct 1, 2026
- Location
- Chicago, Seattle
US - Experience
- 5+ years in a user support (customer facing) role; prior troubleshooting and short SLA cases / escalations experience.
About the job
Resolves complex user escalations, coordinates with users and internal teams, and identifies systemic issues and improvements to Stripe’s support and product experience.
What you'll do
- Resolve escalations directly or with partner teams, communicating with users by email and phone and providing regular executive-level updates.
- Analyze escalation trends and root causes, then lead cross-functional initiatives to address systemic issues and inform product roadmaps.
- Share findings with leaders, represent the team in cross-functional forums, and develop team processes and training.
What they ask for
- 5+ years of experience in a user support (customer facing) role.
- Prior experience troubleshooting and working on short SLA cases / escalations.
- Prior experience working on projects or process improvement initiatives; experience leading multiple concurrent projects or process improvement initiatives.
- Advanced understanding of AI tools to optimize operational workflows.
Nice to have
- Comfort with SQL and analytical rigor in using data to inform decisions.
- Experience with large / enterprise users or presenting complex situations and insights to executives.
Tools
AI tools, SQL
AI focus
Use AI tools to optimize operational workflows.
Model-written summary · the original posting is authoritative