Executive Customer Experience

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.

This role sits at the intersection of Customer Care, Operations, Product, and High level management. It 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.

Key responsibilities

• 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.
• Identify systemic escalation drivers and recommend process changes, knowledge-base updates, coaching opportunities, or product fixes.
• Maintain meticulous case documentation, including timelines, decisions, customer commitments, and closure rationale.
• Provide structured status updates and leadership-facing summaries that support timely decision-making.
• Coach and align internal and vendor teams on escalation quality, investigation depth, tone, and customer communication.
• Support continuous improvement of intake, routing, case hygiene, and escalation playbooks to reduce misroutes and rework.

Function: Customer Service
Experience Level: Not Applicable