Global Tier 2 Tech Support Lead — CSAT & Escalations

Motive; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

Motive is seeking a seasoned leader to oversee a Tier 2 Technical Support organization within the Global Support team. You will own staffing, scheduling, and performance, while coordinating with Product, Engineering, Sales, and Customer Success to improve CSAT, SLA, and backlog health.

You will manage daily operations, coach staff, handle high-priority escalations, and help drive standard operating procedures to ensure consistent, efficient support delivery.

Qualifications

• 5+ years of experience managing technical support teams.
• Strong metrics-focused approach with experience using Salesforce and Tableau.
• Proven ability to hire, coach and retain high-performing teams.

Responsibilities

• Lead Tier 2 Technical Support org, oversee performance, staffing and scheduling.
• Partner with Product, Engineering, Sales and Customer Success to improve CSAT, SLA and backlog health.
• Handle high-priority escalations and incident management as escalation owner and on-call participant.

Skills

Team leadership

Coaching & mentoring

Performance management

Customer success mindset

Tools

Salesforce

Tableau

Job description

Motive is seeking a seasoned leader to oversee a Tier 2 Technical Support organization within the Global Support team. You will own staffing, scheduling, and performance, while coordinating with Product, Engineering, Sales, and Customer Success to improve CSAT, SLA, and backlog health.

You will manage daily operations, coach staff, handle high-priority escalations, and help drive standard operating procedures to ensure consistent, efficient support delivery.