174K–261K USD / year
Critical Support Manager - Escalations
OperationsOn-site — Seattle, South San Francisco HQ
Published on 2026-10-01
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About this role
The Critical Support Manager will lead the team responsible for handling escalated user issues, ensuring high-impact resolutions and process improvements. This role requires strategic leadership and collaboration with various stakeholders to enhance the user's support experience.
About the company
Stripe provides payment infrastructure and financial tools that help businesses accept payments, manage subscriptions, and move money globally. It serves startups through large enterprises with APIs for online and in-person commerce.
The team
Product Support team
What you'll do
- Guide the design and delivery of scalable user support
- Drive Critical Support strategy and operating model
- Act as a partner to Sales and executive leadership
- Maintain team performance metrics and reporting
- Cultivate team happiness through mentoring and feedback
- Develop ties with cross-functional teams
What we're looking for
- 8+ years of direct people management experience
- Experience in leading operational product support teams
- Strong stakeholder management skills
- Analytical mindset for data-driven decisions
- Excellent communication skills
Nice to have
- Prior experience with escalations or incident management
- Familiarity with FinTech industry
- Comfort with technical troubleshooting