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.
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 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.
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.
Please review our Candidate Privacy Notice here.
UK Candidate Privacy Notice here.
The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.
All job postings are for existing vacancies. Please note; some interviews or new-hire training sessions may be held in person at one of our global offices.
Skills Required
- 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 and understanding technical support and engineering functions
- Experience collaborating cross-functionally to improve customer experience
- Strong customer service orientation and sound judgment in urgent situations
- Ability to collaborate with Product, Engineering, Customer Success, Sales, Operations, and Technical Support
- Ability to communicate complex ideas clearly in writing and verbally
- Experience leading and responding to complex critical escalations
- Excellent judgment, risk management, issue mitigation, prioritization, and execution skills
- BS or MS in Computer Science, Engineering, Engineering Management, Business Administration, or a related field
- ITIL 4, PMP, Lean Six Sigma, or Agile/Scrum certification
What the Team is Saying
Motive Compensation & Benefits Highlights
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Healthcare Strength — Medical, dental, and vision coverage plus free mental‑health support are prominently offered, including access to Lyra Health. The breadth of core health benefits is positioned as a cornerstone of the package.
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Leave & Time Off Breadth — Generous vacation/PTO, local holidays, sick time, and enhanced parental leave are highlighted across company materials. The time‑off framework is presented as flexible and comprehensive.
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Retirement Support — A retirement plan with company match is promoted alongside life and disability insurance. Financial protections and long‑term savings features are emphasized as part of total rewards.
Motive Insights
What We Do
Motive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. The Motive Automated Operations Platform combines IoT hardware with AI-powered applications to automate vehicle and equipment tracking, driver safety, compliance, maintenance, spend management, and more. Motive serves more than 120,000 businesses, across a wide range of industries including trucking and logistics, construction, oil and gas, food and beverage, field service, agriculture, passenger transit, and delivery. Visit gomotive.com to learn more.
Why Work With Us
We work hard, with humility and we see our efforts rewarded in tangible ways every day. At Motive, you’ll have the chance to make a difference for the drivers who keep our world moving. We trust each other to do great work because together we can achieve collective goals that reach beyond the physical economy.
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Employees work remotely.
