Enterprise Technical Support Lead

Motive; Lahore; On-site; PKR 33,213,000 - 41,517,000; Full time

Job summary

Motive is seeking an experienced Manager, Technical Account Management - Enterprise to lead a Tier 2 Technical Support organization within our Global Support team. You will own team performance, staffing, scheduling, and escalation management across one or more customer segments.

You will coach managers and engineers, drive CSAT, SLA, and backlog health, and partner with Product, Engineering, Sales, and Customer Success to improve outcomes.

Qualifications

• 5+ years directly managing technical teams in a fast-paced, high-volume support environment.
• Experience managing escalations and incidents with Product/Engineering; able to present to senior stakeholders (QBRs/MBRs, incident reviews, program updates).
• Proven track record of building, coaching, and retaining high-performing technical teams.
• Excellent verbal and written communication; able to explain complex issues to both technical and non-technical audiences.

Responsibilities

• Own performance, staffing, and scheduling for your pods ensuring coverage and consistent delivery against SLAs and KPIs.
• Provide day-to-day leadership and coaching: 1:1s, performance reviews, development plans.
• Set and cascade quarterly goals aligned with company objectives; use data to drive reviews and remediation actions.
• Hire, onboard, and ramp new team members in collaboration with Workforce Management and Enablement.
• Serve as top-line escalation owner for high-priority and strategic customer cases; lead triage and incident response.
• Participate in on-call rotation as incident manager during off-hours for P0/P1 events.
• Advocate for customers in internal forums; protect ARR at risk and minimize churn.
• Monitor queue health and backlog; rebalance work to protect SLAs and outcomes.
• Develop and refine SOPs, workflows, and internal processes for consistency and efficiency.
• Collaborate with Product and Engineering to resolve core product issues and influence roadmaps.
• Own weekly/monthly business reviews; build dashboards and report on CSAT/FCR/SLA/backlog.
• Lead strategic projects to improve supportability and customer experience; drive change management.

Skills

Leadership

Escalation management

Stakeholder communication

Data-driven strategy

Staffing & coaching

Incident response

Cross-functional collaboration

Tools

Salesforce Service Cloud

Tableau

Jira/Confluence

Google Sheets

Job description

Motive is seeking an experienced Manager, Technical Account Management - Enterprise to lead a Tier 2 Technical Support organization within our Global Support team. You will own team performance, staffing, scheduling, and escalation management across one or more customer segments.

You will coach managers and engineers, drive CSAT, SLA, and backlog health, and partner with Product, Engineering, Sales, and Customer Success to improve outcomes.