Remote in North America only

Full time

Risk Operations

Risk Escalation Specialist

Remote in North America only

Full time

Risk Operations

Stripe’s Risk Team is committed to making internet payments safe around the world. The stakes are high, and you will be up against an ever-evolving set of challenges. As a Risk Escalation Specialist, you will have a ‘Users First’ mindset with every interaction and approach you take and continue to elevate the visibility and importance of Risk work in the wider organization. You will be responsible for conducting detailed account investigations and making account-level judgements, provide ongoing support for special handling cases (e.g. escalations from social media channels and to Stripe Executives), conduct user experience post-mortems through data collection exercises and root-cause analysis, be proactive in engaging with cross-functional stakeholders and continuously focus on elevating the Stripe Risk user experience.

You will:

  • Handle risk-related user escalations and review individual Stripe accounts and transactions to identify a host of risky behaviors including fraudulent activity, large credit exposure, and regulatory non-compliance
  • Collaborate with merchants to enact appropriate risk mitigations
  • Use data to identify and surface user pain-points and trends from various risk interactions focusing on identifying and remediating root-cause
  • Drive initiatives and process changes to excel and scale Risk User Experience
  • Partner closely with our cross-functional teams; Risk Operations, User Operations, Trust & Safety and Community Ops
  • Develop, document, and share best practices with the wider Risk Operations team
  • Cover an on-call rotation no more than once every two months

We’re looking for someone who has:

  • Curiosity and passion: if something seems off, you want to investigate what’s going on and solve root problems
  • Decision making abilities, yet open to learning: you will make many critical decisions every day, even with the knowledge that you will be wrong some of the time
  • Excellent communication skills who is able to convey complex ideas succinctly over phone, email, and social media
  • Proficiency in SQL or other data analysis tools

Nice to haves:

  • Experience with payments, risk, compliance, or the financial industry
  • Experience in a role supporting users at a fast-growing technology company

At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.

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