Stripe3 дня назад

Специалист по критическому сопровождению, выходные

Зарплата не указана

РЫНОК

12 514 ₽медиана по профессии

IT Support / Helpdesk · 116 вакансий с указанной зарплатой

5 250половина предложений: 9 479–16 667132 617

Работодатель не указал зарплату — сравните с рынком сами.

N/A

Обязанности

01Handle escalation cases (Executive Escalations, User Escalations, urgent@/critical@) with speed and sound judgment, ensuring users in business-critical situations receive timely, high-quality support.
02Provide consistent, reliable coverage for our business critical support flows (urgent@ and critical@).
03Engage proactively with Incident Management, Risk, Product, Engineering, and other internal partners to drive resolution for complex issues that span multiple teams.
04Communicate clearly and professionally with senior internal stakeholders and high-profile external users, distilling complex situations into concise updates.
05Contribute actively to defining and documenting operational workflows, escalation criteria, and resolution playbooks as the team establishes its foundations.
06Support Escalations queue duties during non-shift time, including triage and review of ongoing escalation cases.
07Identify patterns in case volume and resolution paths, surfacing actionable insights to improve team workflows and reduce recurring friction.

01Completed secondary education or equivalent.
02Minimum 2 years of professional experience within Payments, Fintech, or SaaS support environments.
03Ability to cover Weekends consistency e.g. Saturday - Wednesday or Wednesday - Sunday.
04High agency: you operate with independence, take ownership of outcomes, and don't wait to be told what to do next.
05Ability to stay composed and exercise sound judgment in high-pressure, ambiguous situations.
06Strong written and verbal communication skills, with the ability to adjust tone and level of detail for different audiences, including senior leadership.
07Collaborative approach to problem-solving—you know when to escalate, when to coordinate, and when to drive toward a decision.
08Genuine user empathy paired with a drive to fix root causes, not just close tickets.
09Background in payments, fintech, or SaaS support environments.
10Completed secondary education or equivalent.

01Operation Associates in this role will work either Saturday to Wednesday, or Wednesday to Sunday.