Company Description:

Motive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. Motive combines IoT hardware with AI-powered applications to connect and automate physical operations. Motive is one of the fastest-growing software companies in the world, serving 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.

Motive is built on four foundational attributes; Own It, Less but Better, Build Trust, and Unlock Potential. This has taken our company to great heights, including being recognized by Fortune for Best Workplaces, Forbes Best Startup Employers, and Comparably for our Best Global Culture, Sales Team, Leadership Team, Career Growth, and CEO for Diversity. We’re proud to receive an employee net promoter score of 63 (according to Comparably) which places Motive in the top 5% of companies with 4,000 employees or more. 

Today, our team is made up of more than 3,000 employees, located across the world, providing support to a wide range of customers. While most of our employees are remote, many have the opportunity to work on-site at any of our 8 global office locations. Visit our careers website to learn more about opportunities at Motive. 

About the Role: 

Motive (formerly KeepTruckin) is 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: 

• Managing the lifecycle of an escalated case including, but not limited to, acting as the single point of contact, escalation intake, impact analysis, internal stakeholder coordination & communication, and escalation closure.
• Ensure the flawless execution of the escalation resolution process, with transparent communication that drives very high internal/external customer satisfaction levels. 
• Cross collaborate with teams within the Critical Escalations Center to ensure the proper handoff and smooth transition between teams.
• Closely partner with Internal Departments of Engineering, Operations, Technical Support, Customer Success, and Sales to ensure alignment across the business for escalated issues.
• Developing, implementing, and coordinating key post-escalation processes such as post-escalation reviews, post-mortems, trend analysis, and other key continuous improvement activities.
• Analyze escalation trends and produce strategic recommendations to proactively address systemic issues.
• Report and escalate efforts to resolve complex customer experience problems.

What We’re Looking For: 

• 4+ years of account management, escalation management, technical support, customer success, or technical project management experience.
• Strong technical knowledge of complex systems, ideally in a multi-tenant, Cloud environment.
• Proven track record of working collaboratively across the business at all levels to improve the customer’s experience
• Strong customer service with the ability to make good judgments and quick decisions.
• Ability to communicate complex ideas effectively verbally and in writing with both customers and internal stakeholders.
• Passion for solving customer issues and a champion of great customer service.
• Excellent judgment, risk management, and issue mitigation skills.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to collaborate with peers and work cross-functional as needed with Product, Engineering teams, and Customer Success.
• Sense of urgency and the ability to make timely decisions while considering customer service, business, and technical constraints.
• Practical experience managing multiple support teams, with a strong knowledge of all technical support functions and related engineering responsibilities.
• Outstanding communication skills: Both Written and Verbal Communication.
• Deep experience leading and responding to complex critical escalations.
• BS or MS in Computer Science or a related technical area is preferred

APPLY HERE