Motive
Motive
Motive develops an AI-powered operations platform for businesses that manage vehicles, equipment, and mobile workforces. Its software brings together driver safety monitoring, fleet and equipment management, workflow automation, and spend management to give organizations clearer operational visibility and help control costs. Motive serves industries including logistics, construction, food and beverage, oil and gas, and the public sector, supporting safer and more efficient fleet operations.

Support Account Manager - Pakistan (Remote)

Support Account Manager responsible for customer cases, escalations, and account health for Motive’s AI-powered fleet management platform. Works across Support, Engineering, Product, and Account Management to deliver timely resolutions.

Description

  • Serve as the primary support contact for assigned customer accounts
  • Manage customer cases from intake through resolution, maintaining clear ownership, next steps, and momentum
  • Track open, pending, and recently closed cases to monitor account health
  • Review and follow up on aging, stalled, and high-priority cases
  • Work with Technical Support Specialists and Technical Support Engineers to monitor progress and remove blockers
  • Support the coordination and management of customer escalations
  • Keep case records, progress updates, and closure details accurate and complete
  • Communicate with customers by email and in meetings, sharing updates and clarifying expectations
  • Collaborate with Account Managers, Technical Account Managers, and other cross-functional partners
  • Participate in customer calls and escalation bridges
  • Review closed cases for accuracy, completeness, and resolution quality
  • Analyze recurring account issues, trends, and potential risks
  • Lead proactive customer outreach related to known issues
  • Coordinate alignment among Support, Engineering, and Account Management
  • Contribute to better support processes and customer experiences

Requirements

  • At least one year of experience in Technical Support, Customer Support, Account Management, or a comparable customer-facing operations role in a fast-paced setting
  • Working knowledge of technology and the ability to interpret technical issues at a functional level
  • Strong written and verbal communication skills, including the ability to explain technical concepts to technical and non-technical audiences
  • Highly organized, with the ability to manage multiple accounts, competing priorities, and time-sensitive escalations
  • Demonstrated customer focus, ownership, and accountability
  • Strong analytical and problem-solving skills, including pattern recognition, risk assessment, and effective escalation
  • Comfort using Salesforce, Jira, Slack, Redash, and spreadsheets
  • Ability to work across Support, Sales, Engineering, and Product teams
  • A troubleshooting approach that includes gathering details, recognizing patterns, isolating issues, and defining structured next steps
  • Disciplined case management, including prompt follow-up, accurate records, SLA and SOP awareness, and customer-facing communication
  • Ability to stay composed under pressure and handle escalations professionally
  • Ability to quickly learn new products, support processes, and technical concepts
  • Flexibility to work rotational shifts
  • Authorization to receive and access commodities and technologies controlled under U.S. Export Administration Regulations

Benefits

  • Equal opportunity employer dedicated to fostering a diverse and inclusive workplace
  • Some interviews and new-hire training sessions may take place in person at one of Motive’s global offices

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