Critical Support Manager - Escalations

Seattle or San Francisco · US · 8+ years experience · Posted Oct 1, 2026

At a glance

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.

The Critical Support Manager leads the Critical Support team within Product Support to address the most escalated user issues.
This is a high visibility, high impact role responsible for working with executive users and cross-functional stakeholders while shaping the evolution of the team.

Guide the organization to design and deliver scalable user support by partnering effectively with cross functional stakeholders across Product, Engineering, and broader teams such as Sales and Risk.
Co-own and drive Critical Support strategy, operating model, and multi-quarter roadmap development.
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 an ultimate unblocking force for users and a source of 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 company values, serving as a beacon of the 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.

At least 8+ years of direct people management experience, including senior front line specialists and/or managers and supporting them to career growth and transitions.
Experience leading operational teams such as product support teams.
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.
Strong ownership mindset and experience in driving highly complex initiatives at speed.
Excellent written and verbal communication skills.