User Escalation Specialist

Stripe

Singapore, Singapore
On-site
2+ years user support experience
Troubleshooting short sla cases
Direct user communication via email and phone
Stripe is seeking a User Escalation Specialist for their Singapore location, responsible for managing user escalations and ensuring timely resolutions. The role requires a strong customer service background, analytical skills, and the ability to collaborate across teams

Job Summary

  • The role involves addressing user escalations at Stripe with a focus on swift and effective resolution through direct engagement.
  • You will collaborate with product and engineering teams to identify root causes and drive structural improvements across the organization.
  • This is a high-visibility position responsible for building the team and processes from the ground up while maintaining extreme ownership of user issues.

Matching Summary

Match Score: 85

Stripe is seeking a User Escalation Specialist for their Singapore location, responsible for managing user escalations and ensuring timely resolutions. The role requires a strong customer service background, analytical skills, and the ability to collaborate across teams.

Skills & Requirements

Must-have

  • 2+ years user support experience
  • Troubleshooting short SLA cases
  • Direct user communication via email and phone
  • Data-driven root cause analysis
  • Process improvement initiatives
  • Stakeholder management skills

Nice-to-have

  • Experience leading multiple concurrent projects
  • SQL comfort for data analysis
  • Enterprise user experience
  • Building processes from ground up
  • Influencing product roadmaps

Key Requirements

  • At least 2+ years in user support
  • Prior experience with short SLA escalations
  • Proven ability to work on process improvement

Work Rights

Not specified

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