# User Escalation Specialist

**Company:** [Stripe](https://hotfix.jobs/companies/stripe)
**Location:** Chicago, IL, Dublin, Ireland
**Role:** Customer Support
**Experience:** 5+ years
**Skills:** Customer Support, Escalation Management, Troubleshooting, Root Cause Analysis, Process Improvement, Stakeholder Management, Data Analysis, SQL
**Posted:** 2026-09-04

> Resolves urgent user escalations, partners with product and engineering teams, and drives root-cause remediation and support-process improvements. Requires 5+ years in customer-facing support, escalation handling, stakeholder influence, and process improvement.

## Job Description

## Responsibilities
- Respond to incoming user escalations within agreed service levels; triage, scope, and support cases through resolution.
- Communicate directly with users by email and phone to solve critical problems.
- Own timely and accurate resolution of user escalations.
- Drive fast, complete resolutions directly or in partnership with other teams.
- Conduct data-driven root-cause analyses and validate findings with partner teams.
- Share findings and insights with leaders through forums and presentations.
- Identify remediations for escalation root causes and drive improvements from a user-first perspective.
- Identify opportunities to improve how users are served.
- Help build the team and processes from the ground up.
- Support training and process-adoption efforts across the organization.
- Build partner-team relationships and drive accountability for remediation completion.
- Understand and influence product roadmaps addressing frequent user escalations.

## Requirements
- 5+ years of experience in a customer-facing user-support role.
- Experience troubleshooting and handling short-SLA cases or escalations.
- Experience with projects or process-improvement initiatives.
- Sound judgment and exceptional attention to detail.
- Strong customer care and a user-first perspective.
- Ability to remain effective under pressure.
- Comfort with ambiguity and the ability to build processes that improve team operations and user experience.
- Strong stakeholder-management and influencing skills.
- Sense of urgency and commitment to seeing issues through resolution.

## Nice-to-haves
- Experience leading multiple concurrent projects.
- Analytical rigor and ability to use data to inform decisions.
- SQL experience.
- Experience supporting large or enterprise users.

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