Director of Technical Account Management

ProducePay; Lahore; On-site; PKR 35,991,000 - 47,065,000; Full time

Job summary

Motive is seeking an experienced Manager of Technical Account Manager to lead a Tier 2 Technical Support organization within our Global Support team. You will own team performance, staffing, scheduling, and escalation across customer segments, partnering with Product, Engineering, Sales, and Customer Success.

You’ll coach teams of Technical Support Engineers and Technical Account Managers, drive CSAT, SLA, FCR, backlog health, and escalation quality, delivering progressive improvements in

Qualifications

• 5+ years directly managing technical teams in a fast‑paced, high‑volume support environment.
• Experience handling escalations and incidents with product/engineering and senior stakeholders.
• Proven track record of coaching and retaining high‑performing technical teams.
• Strong ability to build and interpret dashboards and drive decisions.

Responsibilities

• Own performance, staffing, and scheduling for pods, ensuring SLA/KPI delivery.
• Provide day‑to‑day leadership, coaching, and performance reviews.
• Set quarterly goals and review progress with data‑driven course corrections.
• Partner with Workforce, Recruiting, and Enablement to onboard and ramp new team members.
• Act as top escalation owner for high‑priority cases and incident management after hours.
• Own weekly/monthly business reviews with CSAT/FCR/SLA/backlog metrics.
• Collaborate with Product and Engineering to resolve core issues and shape roadmaps.

Skills

Leadership

Escalation mgmt

Performance coaching

Data-driven decision making

Stakeholder communication

Tools

Salesforce Service Cloud

Tableau

Jira/Confluence

Google Sheets / BI tooling

Job description

Motive is seeking an experienced Manager of Technical Account Manager to lead a Tier 2 Technical Support organization within our Global Support team. You will own team performance, staffing, scheduling, and escalation across customer segments, partnering with Product, Engineering, Sales, and Customer Success.

You’ll coach teams of Technical Support Engineers and Technical Account Managers, drive CSAT, SLA, FCR, backlog health, and escalation quality, delivering progressive improvements in