Technical Support Leader, TAM & Escalations

Motive; Lahore; Hybrid; PKR 2,400,000 - 4,200,000; 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.

You will lead Technical Support Engineers and Technical Account Managers, drive CSAT, SLA, backlog health, and collaborate with Product, Engineering, Sales, and Customer Success to deliver excellent support and continuous improvement.

Qualifications

• Experience managing technical teams in fast-paced support
• Proven track record managing escalations with product/engineering
• Ability to coach and retain high-performing teams
• Strong feedback, performance management skills
• Experience building and interpreting dashboards
• Experience improving ticketing tools and processes
• Clear written and verbal communication

Responsibilities

• Own performance, staffing, and scheduling for pods to meet SLAs
• Provide day-to-day leadership and coaching
• Set quarterly goals aligned with company objectives
• Hire, onboard, and ramp new team members
• Lead high-priority and strategic customer case escalations
• Run on-call rotations and post-incident reviews
• Partner with Product and Engineering to resolve core issues

Skills

Technical leadership

Escalation management

CSAT improvement

Staffing & coaching

KPI & metrics

Stakeholder communication

Problem-solving

Education

Bachelor's degree

Tools

Salesforce Service Cloud

Tableau

Jira

Confluence

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.

You will lead Technical Support Engineers and Technical Account Managers, drive CSAT, SLA, backlog health, and collaborate with Product, Engineering, Sales, and Customer Success to deliver excellent support and continuous improvement.