Critical Support Manager - Escalations

Stripe•Seattle, WA

About The Position

The Product Support team directly supports Stripe's largest and fastest-growing users, partnering with them to grow their business. The Critical Support team, within Product Support, addresses the most escalated user issues. This team responds to users who have escalated their issues to a member of their Stripe account team or a Stripe executive. The team owns the resolution of immediate issues and ensures that the factors leading to the escalation are addressed and remediated. These cases often highlight points of failure within Stripe, providing an opportunity to create transformative user experiences and help rectify structural issues. This is a high-visibility, high-impact role requiring collaboration with executive users and cross-functional stakeholders, while also shaping the evolution of the team.

Requirements

At least 8+ years of direct people management experience; including senior front line specialists and/or managers and supported them to career growth and transitions
Experience leading operational teams such as product support teams (preferably in high-growth technology companies)
Experience in strategizing and driving large scale operational process improvements and program management work
Solid experience in stakeholder management, with the ability to influence cross-functional teams and drive progress for the team and users
Strong analytical sense and track-record of making data driven decisions
Skill and credibility doing the core work of a user facing team with a high bar for quality and a willingness to lead by example and get into the details of front-line work if required
Strong ownership mindset and experience in driving highly complex initiatives at speed
Excellent written and verbal communication skills

Nice To Haves

Prior experience with Escalations, Incident Management
Comfort with some technical troubleshooting
Familiarity with FinTech industry and products
Passion for learning new functions and features of technical products

Responsibilities

Guide the organization to design and deliver scalable user support by partnering effectively with cross-functional stakeholders across Product, Engineering and broader teams such as Sales (Go-To-Market), Risk etc as needed
Co-own & drive Critical Support strategy, operating model, and multi-quarter roadmap development that meets or exceeds Stripe’s users and internal stakeholders expectations towards critical support experience
Act as a trusted partner to Sales, Account Management, Product, Engineering, Risk, and executive leadership during high-stakes user situations.
Drive strong operational delivery and process improvement helping to mitigate risk while balancing operational efficiency and user impact
Maintain metrics and analysis of team performance, and provide regular reporting on team performance in the form of written analysis and performance reports
Develop strong ties with cross-functional teams and position the Critical Support team to act as ultimate unblocking force for users as well as source of the insights on Stripe’s product and process.
Set clear goals and directions, and provide regular feedback on team members’ performance
Ensure team members are happy, effective, and growing in their career and new work experiences
Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment
Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements