Executive Customer Experience
MumbaiFull-time3–6 yrsPosted 2 days ago
Mid-level customer support role at Sutherland in Mumbai. Needs 3+ years.
About the role
The Office of the CEO Escalation Agent is the trusted owner of client’s most sensitive, complex, and high-visibility customer escalations. You will resolve high-risk customer issues end-to-end, communicate with empathy and precision, and turn recurring pain points into operational and product improvements.
What you'll do
- Own a portfolio of escalated cases involving customer-impacting technical, billing, domain, hosting, security, or service issues
- Investigate root causes, coordinate across internal teams and vendors, and drive cases to a fair, timely, and durable resolution
- Serve as a calm, credible point of contact for customers during high-severity or reputationally sensitive situations
- Translate complex technical and operational details into concise, action-oriented updates for customers, leaders, and cross-functional partners
- Partner with Product, Engineering, Operations, Legal, Trust & Safety, and Customer Care to remove blockers and prevent repeat escalations
What you need
- CRM
- Customer service
- Customer success
- Escalation handling
- Salesforce
- Communication
Good to have
- Office 365
- Root cause analysis