Critical Support Operations Associate, Weekend Coverage
Who we are
About Stripe
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. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.
About the team
The Critical Support team is Stripe's frontline response function for urgent, high-stakes user issues. We operate at the intersection of hands-on support execution, incident response, and cross-functional coordination. Our mandate is to protect users in their most business-critical moments—resolving executive-triggered escalations, urgent and critical-priority cases, and complex issues that require more than a standard resolution path. We work closely with Internal Risk Management, Product, Engineering, and Legal to drive fast, coordinated outcomes. This is a greenfield team: we are building the operational foundations, workflows, and standards that will define critical support at Stripe for years to come.
What you'll do
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.
Responsibilities
- 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.
Minimum requirements
- 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.
- Completed secondary education or equivalent.
Preferred qualifications
- AI Fluency: You have experience working with agentic workflows, prompting and iteration. You understand how to assess output quality and apply critical thinking in AI usage.
- Experience handling executive-level or executive-triggered support cases.
- Familiarity with incident management, SFDC or case management systems.
- Demonstrated interest in building operational programs—process documentation, workflow design, or cross-functional project work.
