Head of Tier 2 Technical Support & TAM

Gomotive; Islamabad, Lahore; Hybride; PKR 33 177 000 - 49 765 000; Plein temps

Résumé du poste

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 performance, staffing, scheduling, and escalation management across one or more customer segments, ensuring the highest standards of service.

You will mentor Technical Support Engineers and Technical Account Managers, drive CSAT, SLA, FCR, backlog health, and collaborate with Product, Engineering, Sales, and Customer Success to deliver

Qualifications

• 5+ years of technical team leadership in a high-volume support environment.
• Proven experience with escalations and incident management.
• Strong data storytelling using dashboards and metrics.
• Experience partnering with Product and Engineering to improve product reliability.

Responsabilités

• Own staffing and scheduling to meet SLAs and KPIs.
• Provide day-to-day coaching and performance reviews.
• Set quarterly goals aligned with Technical Support and company objectives; review progress.
• Hire, onboard, and ramp new team members for effective performance.
• Lead escalation, triage, and incident management for high-priority cases.
• Participate in on-call rotation for after-hours incidents.
• Drive SOPs, workflows, and process improvements.

Connaissances

Team leadership

Escalations management

Stakeholder communication

Data-driven decision making

Cross-functional collaboration

Outils

Salesforce Service Cloud

Tableau

Jira/Confluence

Google Sheets

Description du poste

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 performance, staffing, scheduling, and escalation management across one or more customer segments, ensuring the highest standards of service.

You will mentor Technical Support Engineers and Technical Account Managers, drive CSAT, SLA, FCR, backlog health, and collaborate with Product, Engineering, Sales, and Customer Success to deliver