Manager, Technical Account Manager (Fully Remote)

Motive; United States; Remoto; USD 120.000 - 170.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Team leadership

Coaching & mentoring

Performance management

Customer success mindset

Strumenti

Salesforce

Tableau

Descrizione del lavoro

• Lead a Tier 2 Technical Support organization within the Global Support team, owning performance, staffing, and scheduling.
• Partner with Product, Engineering, Sales, and Customer Success to drive CSAT, SLA, and backlog health.
• Serve as escalation owner for strategic customer cases.

What You'll Do:

• Manage daily operations including 1:1 coaching, performance reviews, and development plans.
• Handle high-priority escalations and incident management, participating in on-call rotation.
• Build and implement SOPs, workflows, and processes to drive consistency and efficiency.

What We're Looking For:

• Over 5 years of experience managing technical teams in a high-volume support environment.
• Strong command of support metrics and experience with Salesforce and Tableau.
• Proven track record of building, coaching, and retaining high-performing teams.

Motive

We empower physical operations with tools for safety, productivity, and profitability. We serve nearly 100,000 customers and are an equal opportunity employer committed to inclusion.