As a Critical Support OA, you will be the first operational responder on Stripe's most urgent and time-sensitive user issues. You will execute against escalation cases across a wide range of complex scenarios—from executive-triggered requests and critical payment failures to urgent user escalations requiring immediate cross-functional coordination. This is a builder role: in addition to resolving cases, you will actively help shape the processes, playbooks, and operational standards that make this team function. You will develop a strong foundation in executive communication, complex problem-solving under pressure, and operational execution in an ambiguous, high-stakes environment.
Note: Operation Associates in this role will work either Saturday to Wednesday, or Wednesday to Sunday.
What you'd do
- Case Execution: Handle escalation cases (Executive Escalations, User Escalations, urgent@/critical@) with speed and sound judgment, ensuring users in business-critical situations receive timely, high-quality support.
- Provide consistent, reliable coverage for our business critical support flows (urgent@ and critical@).
- Cross-Functional Coordination: Engage proactively with Incident Management, Risk, Product, Engineering, and other internal partners to drive resolution for complex issues that span multiple teams.
- Stakeholder Communication: Communicate clearly and professionally with senior internal stakeholders and high-profile external users, distilling complex situations into concise updates.
- Process Building: Contribute actively to defining and documenting operational workflows, escalation criteria, and resolution playbooks as the team establishes its foundations.
- Queue Operations: Support Escalations queue duties during non-shift time, including triage and review of ongoing escalation cases.
- Continuous Improvement: Identify patterns in case volume and resolution paths, surfacing actionable insights to improve team workflows and reduce recurring friction.
What they want
- Completed secondary education or equivalent.
- Minimum 2 years of professional experience within Payments, Fintech, or SaaS support environments.
- Ability to cover Weekends consistency e.g. Saturday
- Wednesday or Wednesday
- Sunday.
- High agency: you operate with independence, take ownership of outcomes, and don't wait to be told what to do next.
- Ability to stay composed and exercise sound judgment in high-pressure, ambiguous situations.
- Strong written and verbal communication skills, with the ability to adjust tone and level of detail for different audiences, including senior leadership.
- Collaborative approach to problem-solving—you know when to escalate, when to coordinate, and when to drive toward a decision.
- Genuine user empathy paired with a drive to fix root causes, not just close tickets.
- Background in payments, fintech, or SaaS support environments.
About Stripe · 4128 SDC - Product Support
Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world's largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead.