Stripe30.04.2026

User Escalation Specialist

Singapore

Обязанности

01Respond to incoming User Escalations from Stripes in a timely manner (within agreed service levels) as well as triage, scope, and support to resolution
02Communicate directly with users to solve the most painful problems, via email and phone
03Be accountable for timely and accurate resolution for all User Escalations within agreed service levels
04Directly, or in partnership with other Stripe teams, drive fast resolution and demonstrate extreme ownership in solving users issues completely
05Conduct thorough, data-driven root causes analyses of escalations, and work with partner teams to validate findings
06Share findings and insights with leaders through forums and presentations
07Collaborate with partner teams to identify remediations to address root causes of escalations and drive change from a users’ first mentality
08Challenge the status quo, identifying how and where Stripe needs to improve to better serve users
09Help build the team and process from the ground up
10Support training and socialization efforts for process adoption across Stripe
11Build relationships with partner teams and drive accountability for completion of remediations
12Understand and help influence the relevant product roadmaps that will address the most frequent user escalations

01At least 2+ years of experience in a user support (customer facing) role
02Prior experience in troubleshooting and working on short SLA cases / escalations
03Prior experience working on projects or process improvement initiatives
04Sound judgment and impeccable attention to detail
05Deep sense of customer care and users-first perspective
06Unflappable, exothermic energy under pressure
07Comfort with ambiguity and a proven ability to create order out of chaos by building processes that help the team run better and deliver a better user experience
08Solid stakeholder management skills and an ability to influence others to drive progress
09A sense of urgency and a drive to see issues through to resolution
10Experience leading multiple concurrent projects
11Analytical rigor and the ability to use data to inform decisions; comfort with SQL is a plus
12Experience in large / enterprise users is a plus