Critical Support Manager - Escalations

Stripe · 📍 Seattle or San Francisco · Diposting 2026-10-07
FULL_TIME⭐ TERVERIFIKASI
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Stripe is seeking a Critical Support Manager to join our team in Seattle or San Francisco. In this role, you will be responsible for managing and resolving high-priority customer issues, ensuring our customers receive the best possible support. This is a critical position that requires a strong understanding of our products and services, as well as excellent communication and problem-solving skills.

📋 Tanggung Jawab Pekerjaan

Manage and resolve high-priority customer issues, ensuring timely and effective resolution.,Coordinate with cross-functional teams to identify and implement solutions to recurring issues.,Monitor and analyze support metrics to identify trends and areas for improvement.,Provide training and mentorship to support staff to ensure consistent high-quality service.,Collaborate with product and engineering teams to understand and address customer pain points.,Develop and implement escalation protocols to ensure consistent and effective handling of high-priority issues.,Lead investigations into major incidents to identify root causes and prevent recurrence.,Represent Stripe at industry events and conferences to share best practices and insights.

🎓 Kualifikasi & Syarat

Bachelor's degree in a related field or equivalent experience.,5+ years of experience in a customer support or technical support role, with a focus on high-priority issues.,Strong understanding of Stripe's products and services, including payment processing, fraud prevention, and financial infrastructure.,Excellent communication and interpersonal skills, with the ability to work effectively with customers, support staff, and cross-functional teams.,Strong analytical and problem-solving skills, with the ability to identify trends and implement effective solutions.,Experience with project management and process improvement initiatives.,Familiarity with customer relationship management (CRM) systems and support ticketing tools.,Ability to work in a fast-paced, dynamic environment with a strong focus on customer satisfaction.

🛠️ Keahlian

Customer support managementTechnical supportIncident managementProcess improvementProject managementAnalytical skillsCommunication skillsProblem-solving skills
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