Executive Customer Experience

The Office of the CEO Escalation Agent is the trusted owner of clients 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.

Qualifications :

Required qualifications

• 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.

Preferred qualifications

• Experience in domains web hosting websites ecommerce security payments or SaaS customer support.
• Familiarity with GoDaddy products and services including domains hosting Microsoft 365 websites and security offerings.
• Experience supporting executive escalations social-media-sensitive cases regulatory concerns or high-risk customer situations.
• Background in quality assurance root-cause analysis process improvement or customer-experience operations will be helpful.
• Ability to interpret escalation data and identify trends that warrant systemic fixes.

Additional Information :

Core competencies

Competency - What it means in this role
Ownership - Takes a case from ambiguity to resolution without dropping the customer or losing momentum.
Judgment - Knows when to act independently when to escalate and how to balance customer advocacy with business risk.
Communication - Writes clearly speaks confidently and delivers difficult updates with empathy and precision.
Cross-functional influence - Aligns technical operational legal and product teams around a shared resolution path.
Problem solving - Looks beyond the immediate symptom to identify root causes and prevent recurrence.
Resilience - Remains composed and effective during urgent emotionally charged or high-visibility situations.

Remote Work :

No

Employment Type :

Full-time