Head of Technical Support & TAMs

Motive Agency; Islamabad Capital Territory; On-site; PKR 33,223,000 - 49,834,000; 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 management across segments, partnering with Product, Engineering, Sales, and Customer Success to drive CSAT and backlog health.

You will develop teams of Technical Support Engineers and Technical Account Managers, influence roadmaps, and implement scalable processes, tooling, and

Qualifications

• 5+ years directly managing technical teams in a fast-paced, high-volume support environment.
• Experience managing escalations and incidents, working closely with Product/Engineering, and presenting to senior stakeholders (QBRs/MBRs, incident reviews, program updates).
• Proven track record of building, coaching, and retaining high-performing technical teams.
• Comfortable giving direct feedback, managing performance, and building a strong bench of senior ICs and future leaders.

Responsibilities

• Own performance, staffing, and scheduling for pods, ensuring coverage and consistent delivery against SLAs and KPIs.
• Provide day-to-day leadership and coaching: 1:1s, performance reviews, development plans, ongoing feedback.
• Set and cascade quarterly goals for teams aligned with Technical Support and company objectives; review data-driven results.
• Partner with Workforce Management, Recruiting, and Enablement to hire, onboard, and ramp new team members.

Skills

Leadership

Escalations management

Customer focus

Dashboard / BI storytelling

Cross-functional collaboration

Tools

Salesforce Service Cloud

Tableau

Jira

Confluence

GSuite / Google Sheets

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 management across segments, partnering with Product, Engineering, Sales, and Customer Success to drive CSAT and backlog health.

You will develop teams of Technical Support Engineers and Technical Account Managers, influence roadmaps, and implement scalable processes, tooling, and