# User Escalation Specialist

**Company:** [Stripe](https://hotfix.jobs/companies/stripe)
**Location:** Chicago, IL
**Role:** Customer Support
**Experience:** 5+ years
**Skills:** User Support, Troubleshooting, Incident Escalation, Root Cause Analysis, Process Improvement, Stakeholder Management, Project Management, SQL
**Posted:** 2026-09-08

> Resolves high-priority user escalations, coordinating with users, product, and engineering teams while identifying root causes and driving systemic improvements. Requires 5+ years in customer-facing support, escalation handling, process improvement, and strong stakeholder-management skills.

## Job Description

## Responsibilities
- Respond to incoming user escalations within agreed service levels; triage, scope, and support issues through resolution.
- Communicate directly with users by email and phone to resolve high-impact problems.
- Own timely and accurate resolution of escalations and drive complete solutions with partner teams.
- Conduct data-driven root-cause analyses and validate findings with partner teams.
- Present escalation findings and insights to leaders through forums and presentations.
- Identify remediation opportunities, drive accountability for completion, and influence relevant product roadmaps.
- Challenge existing processes to improve user support and service quality.
- Help build the team and escalation processes from the ground up.
- Support training and process-adoption efforts across the organization.
- Build relationships with partner teams and drive cross-functional progress.

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

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

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