Executive Customer Experience

Sutherland Global; Mumbai; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Sutherland Global in Mumbai, India seeks an Office of the CEO Escalation Agent to manage highly sensitive customer escalations end-to-end. You will communicate with empathy, investigate root causes, and collaborate with Product, Engineering, Operations, Legal, and Trust & Safety to deliver durable resolutions.

The role requires strong judgment, ownership, and the ability to create executive-ready narratives under time pressure.

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.

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.

Skills

Customer escalations

Communication

Cross-functional collaboration

Global time zones

CRM tools

Salesforce

Slack

Tools

Salesforce

Slack

Job description

Company Description:

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.
For Enterprises, these are key factors of success. For us, they’re our core expertise.

We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.

We’ve created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless \"as-a-service\" model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don’t just enable change - we engineer digital outcomes.
Sutherland
Digital Outcomes.

Job Description:

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.

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 elevate, 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.