Product Support Specialist
Stripe
SQL
Escalations Manager, Customer Success
Flex
full-time
Posted on:
Location Type: Hybrid
Location: San Francisco • California, New York • 🇺🇸 United States
Visit company websiteSalary
💰 $116,000 - $135,000 per year
Job Level
Mid-LevelSenior
Tech Stack
SQL
About the role
- Lead and develop a team of Senior Customer Success Associates, ensuring high performance and collaboration.
- Oversee and coordinate additional escalation staff during high-volume periods at the beginning of each month.
- Handle complex customer escalations including refund approvals, compliance approvals, and technical issues requiring Engineering or Risk intervention.
- Support BPO operations teams as an escalation point and provide guidance on resolution strategies.
- Analyze escalation trends, identify root causes, and drive process improvements to reduce escalation volume and improve resolution efficiency.
- Meet or exceed key performance metrics such as resolution time, CSAT for escalated cases, and overall escalation rate improvements.
- Collaborate with Engineering, Risk, Compliance, Finance, and Product teams to ensure escalation policies align with company objectives.
- Provide real-time operational oversight during peak periods to deploy additional team members and ensure prompt handling of escalations.
- Leverage data and reporting tools (Zendesk, Slack, Google Suite, and optionally Looker, SQL, Sigma) to track performance and provide insights for continuous improvement.
Requirements
- 5+ years of experience in customer service operations, escalation management, or a related role, with at least 2+ years in a leadership capacity.
- Background in fintech, payments, or financial services is highly preferred.
- Experience working with third-party vendors and BPO operations.
- Strong understanding of customer service escalation workflows and best practices for handling sensitive or high-impact cases.
- Exceptional problem-solving and analytical skills, with a passion for "seeking the truth" in data to drive actionable insights.
- Proficiency in Zendesk, Slack, and Google Suite. Experience with Looker, SQL, or Sigma is a plus.
- A proven ability to influence cross-functional teams and drive alignment across departments.
- A hands-on leader who thrives in a fast-paced, high-growth environment and can adapt quickly to evolving business needs.
Benefits
- Competitive pay
- 100% company-paid medical, dental, and vision
- 401(k) + company equity
- Unlimited paid time off + 13 company paid holidays
- Parental leave
- Flex Cares Program
- Free Flex subscription
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
escalation managementcustomer service operationsproblem-solvinganalytical skillsdata analysisprocess improvementperformance metricsresolution strategiescustomer service workflowsleadership
Soft skills
collaborationinfluenceadaptabilitycommunicationguidanceteam managementhigh-performance focuscustomer-centric mindsetstrategic thinkingpassion for data
