116K–174K USD / year
User Escalation Specialist
OperationsOn-site — Chicago, New York, Seattle
Published on 2026-10-01
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About this role
The User Escalation Specialist at Stripe will focus on resolving user escalations effectively, collaborating with users and teams across the organization. This high-impact role involves digging into data-driven analyses to identify and remediate root causes of user issues, ultimately enhancing user 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
Escalations team
What you'll do
- Respond to incoming User Escalations in a timely manner
- Communicate directly with users to resolve issues
- Conduct data-driven root cause analyses of escalations
- Collaborate with partner teams to implement solutions
- Help build the team and processes from the ground up
What we're looking for
- 5+ years of experience in a user support role
- Experience with troubleshooting short SLA escalations
- Ability to manage stakeholders and influence outcomes
- Detail-oriented with strong judgment
- Energy and composure under pressure
Nice to have
- Experience leading multiple concurrent projects
- Comfort with SQL for data analysis
- Experience with large enterprise users