Executive Customer Experience

Role Overview

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 Will 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.

Why It Might Be a Fit

This role requires exceptional judgment, ownership, and the ability to create clear, executive-ready narratives under time pressure. Office of the CEO function focuses on resolving complex customer issues and improving the systems behind them, using escalation signals and customer sentiment to drive systemic change.

Requirements

• 3+ years of experience in customer support, escalations, technical support, customer success, operations, or a comparable customer-facing role.
• Demonstrated ability to manage complex, sensitive, or high-pressure customer cases from intake through resolution.
• Strong written and verbal communication skills, including the ability to tailor messages for customers, frontline teams, and executives.
• Experience investigating issues, synthesizing information, and making sound decisions with incomplete information.
• Comfortable working across time zones and partnering with global teams, customers, and BPO partners.
• High attention to detail, strong organizational skills, and disciplined case documentation.
• Proficiency with CRM, ticketing, and collaboration tools such as Salesforce, Slack, or similar platforms.