Escalation Manager

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.