Stripe•16 days ago
Critical Support Operations Associate, Weekend Coverage
Recruiter Fit Breakdown & Candid Summary
1
This role is ideal for support professionals with fintech or SaaS experience who excel under pressure and can commit to weekend-inclusive shifts (Saturday-Wednesday or Wednesday-Sunday). Candidat
2
Those unable to work weekend-heavy schedules or lacking experience in fast-paced tech/fintech support environments should not apply.
3
Standard role matching posting requirements.
Role Responsibilities
- 1Handle escalation cases (Executive Escalations, User Escalations, urgent@/critical@) with speed and sound judgment.
- 2Engage proactively with Incident Management, Risk, Product, and Engineering to drive resolution for complex issues.
- 3Communicate clearly and professionally with senior internal stakeholders and high-profile external users.
- 4Contribute actively to defining and documenting operational workflows, escalation criteria, and resolution playbooks.
- 5Support Escalations queue duties during non-shift time, including triage and review of ongoing escalation cases.
- 6Identify patterns in case volume and resolution paths, surfacing actionable insights to improve team workflows.
Skills Matrix
Must-Have Skills
Payments or Fintech Support
SaaS Support
Weekend Availability
Nice-to-Have Skills
AI Fluency
Executive Escalation Handling
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