Executive Customer Experience

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

• 3–6 yrs of experience
• CRM
• Customer service
• Customer success
• Escalation handling
• Salesforce
• Communication
• Any graduate

Good to have

• Office 365
• Root cause analysis