Escalation Manager

Gomotive; Pakistan; On-site; PKR 350,000 - 520,000; Full time

Job summary

Motive is seeking an experienced Escalation Manager to join our Global Technical Support team. You will own time-sensitive escalations from intake to closure, provide white-glove service, and communicate clearly with customers and internal stakeholders to steer cases toward timely resolution.

You will collaborate with Engineering, Operations, Technical Support, Customer Success, Sales, and Product to coordinate handoffs, analyze escalation patterns, and drive continuous improvements focused on

Qualifications

• 3+ years of experience in account management, escalation management, or technical support.
• Strong technical knowledge of complex multi-tenant cloud systems.
• Experience coordinating multiple support teams and engineering responsibilities.

Responsibilities

• Own escalated cases from intake through closure, leading analysis and coordination.
• Ensure transparent communication to drive customer satisfaction.
• Coordinate handoffs across the Critical Escalations Center.
• Collaborate with Engineering, Operations, Technical Support, Customer Success, and Sales.
• Lead post-escalation reviews and post-mortems to improve outcomes.
• Identify systemic escalation trends and propose strategic improvements.
• Report progress and risks to stakeholders.

Skills

Account management

Escalation management

Technical support

Customer success

Technical project management

Cloud multi-tenant environments

Education

BS in Computer Science or Engineering

MS in CS or Engineering (preferred)

Tools

ITIL 4

PMP

Lean Six Sigma

Agile/Scrum

Job description

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About the Role:

We are looking for an experienced Escalation Manager to join our Global Technical Support organization to provide white-glove service, technical support, and executive-level communications to our customers. The Customer escalations manager will be technically product-savvy & respond to requests from customers and internal stakeholders to provide management and oversight to escalated customer situations. You will support customers involved in time-sensitive escalations and manage their overall experience by collaborating closely with customer stakeholders as well as Motive’s Sales, Customer Success, Technical Support, Product Management, and Engineering teams.

What You’ll Do:

• Manage the Escalation Lifecycle: Own escalated cases from intake through closure, serving as the single point of contact while leading impact analysis, stakeholder coordination, communication, and resolution tracking.
• Drive Resolution Excellence: Ensure flawless execution of the escalation process through transparent communication that delivers high internal and external customer satisfaction.
• Coordinate Critical Escalations: Collaborate across the Critical Escalations Center to ensure effective handoffs and smooth transitions between teams.
• Align Cross-Functional Partners: Partner closely with Engineering, Operations, Technical Support, Customer Success, and Sales to drive alignment on escalated issues.
• Lead Continuous Improvement: Develop and coordinate post-escalation reviews, post-mortems, trend analyses, and other initiatives that improve escalation outcomes.
• Identify Systemic Trends: Analyze escalation patterns and provide strategic recommendations to proactively address recurring issues.
• Report on Complex Issues: Communicate progress and elevate risks related to complex customer experience problems to the appropriate stakeholders.

What We’re Looking For:

Experience & Technical Foundation

• 3+ years of experience in account management, escalation management, technical support, customer success, or technical project management.
• Strong technical knowledge of complex systems, ideally in a multi-tenant cloud environment.
• Practical experience managing multiple support teams, with a strong understanding of technical support functions and related engineering responsibilities.

Customer & Cross-Functional Leadership

• Proven track record of collaborating across all levels of the business to improve the customer experience.
• Strong customer service orientation, with the ability to exercise sound judgment and make quick decisions.
• Ability to collaborate effectively with peers and cross-functional partners, including Product, Engineering, and Customer Success.
• Passion for solving customer issues and championing exceptional customer service.

Communication & Stakeholder Management

• Ability to communicate complex ideas clearly and effectively, both verbally and in writing, with customers and internal stakeholders.
• Outstanding written and verbal communication skills.
• Deep experience leading and responding to complex critical escalations.

Judgment, Prioritization & Execution

• Excellent judgment, risk management, and issue mitigation skills.
• Ability to prioritize and execute effectively in a high-pressure environment.
• Sense of urgency and the ability to make timely decisions while balancing customer, business, and technical constraints.

Education & Preferred Certifications

• BS or MS in Computer Science, Engineering/Engineering Management, Business Administration, or a related field is preferred.
• Bonus: ITIL 4, PMP, Lean Six Sigma, or Agile/Scrum certification.

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

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