Critical Support Operations Associate, Weekend Coverage

Stripe · N/Ajunior

In short

▸Asociado de Operaciones de Soporte Crítico que responde a incidencias urgentes de usuarios en fin de semana.
▸Ejecutas casos críticos, coordinas con ingeniería y riesgo, y ayudas a construir procesos nuevos.
▸Destacado: es un rol pionero en un equipo verde, donde defines las normas de soporte crítico.

Proficiency in English required

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What they ask for

✓Experiencia mínima de 2 años en soporte de pagos, fintech o SaaS.
✓Capacidad para cubrir fines de semana de forma consistente (sábados-miércoles o miércoles-domingos).
✓Capacidad para operar con autonomía y tomar decisiones bajo presión.
✓Habilidades de comunicación clara con usuarios y equipos internos de alto nivel.
✓Capacidad para analizar patrones y mejorar procesos.
✓Disposición para construir workflows y playbooks desde cero.

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Escalations queueurgent@critical@Incident ManagementInternal Risk ManagementProductEngineeringLegalOperational workflowsResolution playbooks

Who should you write to at Stripe?

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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 wa

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