Critical Support Manager - Escalations

Stripe • San Francisco, CA

4d

About The Position

The Critical Support Manager - Escalations role at Stripe is within the Product Support team, focusing on the largest and fastest-growing users. This team partners with users to grow their business and proactively addresses their needs. The Critical Support team specifically handles escalated user issues, responding to users who have contacted Stripe account teams or executives. The team is responsible for resolving immediate issues, addressing the root causes of escalations, and identifying and rectifying structural problems within Stripe. This is a high-visibility, high-impact role requiring collaboration with executive users and cross-functional stakeholders, with the opportunity to shape the evolution of the team and improve Stripe's product and processes.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed