Critical Support Operations Associate, Weekend Coverage

Critical Support Operations Associate, Weekend Coverage

Responsibilities

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.

• 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.

Requirements

• 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.