Escalation Manager

Gomotive
Pakistan
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Stakeholder management","Risk management","Judgment","Prioritization"]

Own escalated customer cases end-to-end, from intake through closure, acting as the single point of contact while coordinating impact analysis, communication, and resolution tracking. Drive escalation process excellence with transparent updates that improve both customer and internal satisfaction. Partner across Critical Escalations, Engineering, Operations, Customer Success, Sales, and Product to resolve time-sensitive issues and continuously improve escalation outcomes through post-mortems and trend analysis.

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FursaFursa
Gomotive
Gomotive
20 hours ago

Escalation Manager

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Last checked: 1 hour agoStatus: Live

Job Summary

Own escalated customer cases end-to-end, from intake through closure, acting as the single point of contact while coordinating impact analysis, communication, and resolution tracking. Drive escalation process excellence with transparent updates that improve both customer and internal satisfaction. Partner across Critical Escalations, Engineering, Operations, Customer Success, Sales, and Product to resolve time-sensitive issues and continuously improve escalation outcomes through post-mortems and trend analysis.
Location: Pakistan
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Own escalated cases from intake through closure, coordinating impact analysis, stakeholders, communication, and resolution tracking.
  • •Ensure flawless execution of the escalation process with transparent communication to deliver high customer and internal satisfaction.
  • •Collaborate across the Critical Escalations Center to ensure effective handoffs and smooth transitions between teams.
  • •Partner closely with Engineering, Operations, Technical Support, Customer Success, and Sales to align on escalated issues.
  • •Develop post-escalation reviews, post-mortems, and trend analyses to improve escalation outcomes and recommend proactive fixes.

Key Requirements

  • •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 understanding of technical support functions and related engineering responsibilities.
  • •Proven track record collaborating across business levels to improve customer experience.
  • •Ability to communicate complex ideas clearly in writing and verbally with customers and internal stakeholders.
Experience:Customer supportTechnical supportCustomer successTechnical project managementMulti-tenant cloud
Skills:CommunicationStakeholder managementRisk managementJudgmentPrioritization
Certifications:ITIL 4PMPLean Six SigmaAgile/Scrum
Languages:English

Company Brief

Gomotive
Provides a cloud-based fleet safety and compliance platform with digital driver logs, vehicle inspection checklists, workflows, and reporting tools to help transportation and delivery fleets improve safety and meet regulatory requirements.
Industry: Supply Chain Technology
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