127K–191K USD / year
User Escalation Specialist
Customer successOn-site — Seattle, US
Published on 2026-09-29
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About this role
The User Escalation Specialist will focus on resolving user escalations effectively and swiftly. The role involves direct communication with users, collaboration with product and engineering teams, and driving data-driven insights for organizational improvements.
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 user escalations in a timely manner
- Communicate directly with users via email and phone
- Conduct data-driven root cause analyses
- Collaborate with cross-functional teams
- Help build the team and processes from the ground up
What we're looking for
- 5+ years in a user support role
- Troubleshooting experience with short SLA cases
- Prior project/process improvement experience
- Strong customer care perspective
Nice to have
- Experience with SQL
- Experience with large/enterprise users