From the listing
About the role
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of in
We are looking for an experienced Manager of Technical Account Manager team, leading a Tier 2 Technical Support organization within our Global Support team. In this role, you will own overall team performance, staffing, scheduling, and escalation management across one or more customer segments (e.g., SMB, MMC, ENT/STRAT).
This role is both operational and strategic, ideal for someone who enjoys being close to the work while also driving org-level improvements in processes, tooling, and customer experience, and delivering progressive impact across cross-functional teams.
What you'll do
- Own performance, staffing, and scheduling for pods ensuring coverage, readiness, and consistent delivery against agreed SLAs and KPIs.
- Provide day-to-day leadership and coaching through regular 1:1s, performance reviews, development plans, and ongoing feedback.
- Serve as the top-line escalation owner for high-priority and strategic customer cases, leading triage, staffing, and communication through to resolution.
- Participate in the Technical Support Manager On-Call rotation, acting as incident manager during off-hours for P0/P1 events.
- Build, implement, and continuously improve SOPs, workflows, and internal processes like case routing, escalation criteria, and incident playbooks.
- Act as a key partner to Product and Engineering to resolve core product issues, influence roadmaps, and close the 360° feedback loop.
- Own weekly and monthly business reviews, building and interpreting dashboards to report on CSAT, FCR, SLA, and backlog health.
- Lead strategic projects that improve supportability, efficiency, and customer experience, acting as the Directly Responsible Individual (DRI) for cross-functional initiatives.
What they're looking for
- 5+ years directly managing technical teams in a fast-paced, high-volume support environment.
- Demonstrated experience managing escalations and incidents, working closely with Product/Engineering.
- Proven track record of building, coaching, and retaining high-performing technical teams.
- Strong command of support metrics and ability to build/interpret dashboards in Salesforce, Tableau, and Google Sheets.
- Excellent verbal and written communication skills to explain complex issues to both technical and non-technical audiences.
- Genuine passion for digging into technical problems and understanding root causes.
- Flexible to handle critical cases after hours as needed for on-call incident response.
Nice to have
- Hands-on experience with Salesforce Service Cloud and Tableau.
- Familiarity with Jira/Confluence and knowledge management practices.
- Experience in data analytics (e.g., slicing support data to identify trends).
- Prior experience in IoT, telematics, fleet management, or similar domains.
From the company page
Motive benefits
◉ Remote policy · in their words
“We are a remote-first organization made up of more than 3,000 employees located around the world. While some of our employees are more effective working remotely ... members also have the option to work on-site at any of our eight global office locations if they prefer.”
Pulled from their careers page · verified by Atlas
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