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About the Role:
- 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.