Escalation Manager

Motive

Escalation Manager providing executive-level technical support for Motive's fleet-management platform. Owning critical customer escalations and coordinating resolution across global teams.

Posted 9/11/2026full-timeRemote • 🇵🇰 PakistanMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in escalation management and technical support within multi-tenant cloud environments, ensuring high customer satisfaction through effective communication and collaboration with cross-functional teams. Proven ability to analyze complex issues, manage risks, and implement continuous improvement initiatives.

Highest-signal resume keywords

Escalation ManagementTechnical SupportCustomer SuccessCross-Functional CollaborationRisk Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementTechnical Project ManagementComplex Systems KnowledgeMulti-Tenant Cloud EnvironmentTrend Analysis

Soft Skills

Customer Service OrientationOutstanding Communication SkillsSound JudgmentAbility to PrioritizeSense of Urgency

Certifications & Qualifications

ITIL 4PMPLean Six SigmaAgileScrum

Industry Keywords

Escalation ProcessCustomer ExperienceContinuous ImprovementStakeholder CoordinationPost-Mortem Analysis

Tech Stack

Tools & technologies

CloudPMP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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