Escalation Manager

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.
• 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.

What We're Looking For:

Experience & Technical Foundation

• 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.

Customer & Cross-Functional Leadership

• 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.

Communication & Stakeholder Management

• 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.

Judgment, Prioritization & Execution

• 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.

Education & Preferred Certifications

• 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.