Escalation Manager

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.

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.

• →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 escalate risks related to complex customer experience problems to the appropriate stakeholders.

• 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.

• 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.

• 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.

• 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.

• 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.