Escalation Manager

This is a fully remote position, open to applicants in Pakistan.

📋 Description

• Deliver exceptional service, technical assistance, and executive-level communications to clients.

• Oversee escalated cases from initiation to resolution as the primary point of contact.

• Lead impact assessments, stakeholder coordination, communication efforts, and resolution tracking.

• Ensure the smooth execution of the escalation process while maintaining high levels of customer satisfaction.

• Facilitate critical escalations and transitions between teams.

• Collaborate with Engineering, Operations, Technical Support, Customer Success, Sales, and Product Management on escalated matters.

• Create and manage post-escalation reviews, post-mortems, trend analyses, and continuous improvement initiatives.

• Examine escalation trends and propose solutions to address recurring issues.

• Communicate updates and escalate risks associated with complex customer experience challenges.

⛳️ Requirements

• A minimum of 3 years of experience in account management, escalation management, technical support, customer success, or technical project management.

• Strong technical expertise in complex systems, preferably in a multi-tenant cloud setting.

• Hands-on experience managing multiple support teams, with a solid understanding of technical support functions and associated engineering responsibilities.

• Demonstrated success in collaborating across all business levels to enhance the customer experience.

• Strong customer service focus, sound judgment, and the ability to make swift decisions.

• Capacity to work collaboratively with Product, Engineering, Customer Success, and other cross-functional teams.

• Ability to articulate complex concepts clearly and effectively, both verbally and in writing.

• Exceptional written and verbal communication skills.

• Extensive experience in leading and addressing complex critical escalations.

• Excellent judgment, risk management, and issue mitigation capabilities.

• Proficient in prioritizing and executing tasks effectively in a high-pressure environment.

• A sense of urgency and the ability to make timely decisions while balancing customer, business, and technical constraints.

• Applicants must be authorized to receive and access commodities and technologies regulated under U.S. Export Administration Regulations.

• A 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

• Equal opportunity employer dedicated to fostering a diverse and inclusive workplace.

• Some interviews or new-hire training sessions may take place in person at one of Motive's global offices.