Critical Support Manager - Escalations
Stripe · Seattle or San Francisco · 4119 Product Support · listed October 1, 2026
The shape of it
Seniority
Manager
Experience asked
8+ years
Where
Not stated
Requirements listed
8
Length
847 words
In the posting’s own words
The Product Support team directly supports our largest and fastest growing users, partnering with them to grow their business. We actively seek and capitalize on opportunities to meet and exceed their service expectations, working to impress the trendsetters and remove obstacles from their path. The team is there when users need us but also there proactively - before they even realize they need support. The Critical Support team exists within Product Support to help address the most escalated user issues. This team responds to users who have sent their issue or concerns to a member of their Stripe account team or to a Stripe executive. We own the resolution of the immediate issue at hand, as well as ensuring that the factors that led to the escalation are addressed and remediated.
What it asks for · 8
- 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
Also a plus
- 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
What the job covers
- Guide the organization to design and deliver scalable user support by partnering effectively with cross functional stakeholders across Product, Engineering and broader teams such 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
Tools and skills named
Ways of working
- Cross-functional5×
- Mentorship
Operations & finance
- Process improvement
- Program management
- Project management
- Recruiting
- Stakeholder management
Go to market
- Account management
- Go-to-market
- Partnerships
Product & design
- Roadmap
Words the posting leans on
- user15×
- support12×
- product11×
- experience10×
- management7×
- critical support5×
- issues5×
- operational5×
- escalation4×
- meet4×
- performance4×
- process4×
- requirements4×
- stakeholders4×
- cross-functional3×
- drive3×
Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.
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