Executive Customer Experience
Sutherland (company site, opens in a new tab)3+ yrsMumbaiOn-siteDirect career pageEst. 6–10 LPA
Posted 2h ago
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Job description
Structured overview of role & requirements
About This Role
- Own and resolve a portfolio of high-severity, escalated customer cases involving technical, billing, security, or service issues, ensuring timely and durable resolutions.
- Serve as the primary contact during sensitive or reputationally critical situations, providing clear, precise updates to customers, leadership, and cross-functional teams.
- Identify and drive systemic improvements by analyzing escalation patterns and collaborating with product, engineering, operations, and other teams to prevent recurrence.
Minimum Requirements
- Minimum 3 years experience in customer support, escalations, technical support, customer success, or operations with demonstrated ability to handle complex, sensitive customer cases.
- Strong written and verbal communication skills tailored for customers, frontline teams, and executives.
- High attention to detail with disciplined case documentation and proficiency in CRM/ticketing tools such as Salesforce and Slack.
- Work Experience Required: 3+ years in relevant customer-facing or operational roles.
Ideal Candidate Profile
- Experienced in managing high-visibility or high-pressure customer escalations across technical or service domains, particularly in web hosting, domains, ecommerce, security, or SaaS.
- Skilled at root-cause analysis, process improvement, and interpreting data to drive systemic fixes and operational enhancements.
- Comfortable working cross-functionally and across multiple time zones, producing executive-level communications under time pressure.