Executive Customer Experience
Core
Resolve high-risk, complex customer escalations end-to-end and drive systemic operational and product improvements.
Role type
Senior IC executive customer experience agent
Builds
Operational and product improvements based on escalation signals
Domain
SaaS / Cloud Engineering / Digital Transformation
Required skills
complex case management, root cause analysis, cross-functional coordination, executive communication, crisis management, process improvement, CRM proficiency, global team collaboration
Preferred skills
domain/hosting/security/payment/SaaS support, GoDaddy products familiarity, executive escalation experience, QA/root-cause analysis background, data trend analysis
Technologies
Salesforce, Slack
Responsibilities
Own portfolio of escalated technical, billing, and security cases; investigate root causes and coordinate resolutions; serve as point of contact for high-severity situations; translate technical details for customers and leaders; partner with Product, Engineering, and Legal to remove blockers; identify systemic drivers and recommend fixes; maintain meticulous case documentation; provide leadership summaries; coach internal and vendor teams on escalation quality.
Seniority
Senior, hands-on IC
