Escalation Manager

🔥 20 hours ago

🇵🇰 Pakistan – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Motive

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📦 Logistics

🏗️ Construction

🍽️ Food & Beverage

Logistics • Construction • Food & Beverage

Motive is a company that provides an integrated operations platform designed to enhance the safety, productivity, and profitability of fleet management and operations. Utilizing cutting-edge AI technology, Motive offers solutions such as driver safety monitoring, fleet management, equipment monitoring, and spend management. These services provide unparalleled visibility into vehicles and equipment, automate workflows, reduce costs, and improve efficiency for industries like construction, oil & gas, public sector, food & beverage, and logistics. Motive is recognized as a leader in fleet management and empowers companies to maximize their operational potential with innovative solutions.

📋 Description

• Provide white-glove service, technical support, and executive-level communications to customers • Manage escalated cases from intake through closure as the single point of contact • Lead impact analysis, stakeholder coordination, communication, and resolution tracking • Ensure effective execution of the escalation process and high customer satisfaction • Coordinate critical escalations and handoffs between teams • Partner with Engineering, Operations, Technical Support, Customer Success, Sales, and Product Management on escalated issues • Develop and coordinate post-escalation reviews, post-mortems, trend analyses, and continuous-improvement initiatives • Analyze escalation patterns and recommend ways to address recurring issues • Communicate progress and escalate risks related to complex customer experience problems

🎯 Requirements

• 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, sound judgment, and ability to make quick decisions • Ability to collaborate effectively with Product, Engineering, Customer Success, and other cross-functional partners • Ability to communicate complex ideas clearly and effectively, verbally and in writing • 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 ability to make timely decisions while balancing customer, business, and technical constraints • Applicant must be authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations • 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

🏖️ Benefits

• Equal opportunity employer committed to a diverse and inclusive workplace • Some interviews or new-hire training sessions may be held in person at one of Motive's global offices