About the Role: 

Motive is looking for an experienced Associate Manager of Technical Support to join our Global Technical Support Engineering organization. In this role, you will be focused on leading a growing team of highly technical field engineers in addition to leading strategic projects. Developing the team’s technical knowledge and soft skills through regular meetings, objectives, and on-the-job coaching will be a critical function of the position. Motive is rapidly growing and will continue to scale at a fast pace

What You’ll Do: 

• Provide day-to-day management for direct reports, ensuring they can be successful in assigned performance objectives.
• Setting team goals in alignment with Technical Support objectives, and assisting direct reports in the definition and attainment of individual goals.
• Advocating for customers and defining ways to contribute to the customer experience continually.
• Key partner to product teams and development teams, collaborating with engineering to resolve core product issues.
• Partner with the support operations and delivery teams to identify, monitor, and report trends.
• Build, implement, and improve internal reporting and other processes to optimize team productivity.
• Serve as the top-line escalation point for high-priority support cases, including overall triage and management.
• Deliver strategic projects on a timely basis.
• Report metrics and case management updates to the Technical Support Manager and Director
• Speak with customers, if needed, for escalated and urgent inquiries to minimize customer churn
• Provide a 360 loopback to Product and Engineering
• Create & Contribute to the knowledge base & documentation of the resources and processes
• Shared responsibility for Manager On-Call duties as part of a schedule with the other Technical Support Managers.
• Proven ability to showcase change and impact on key org-level initiatives. 
• Learn quickly and adapt to Motive’s process and translate it into their own interactions with the team. 

What We’re Looking For: 

• Minimum 2-3 years of experience in a leadership role. 
• Excellent verbal and written communication skills and the ability to work effectively in a team environment.
• Knowledge in the Motives product line.
• Excellent presentation skills coupled with a strong leadership presence.
• Communication is a core strength. Heavy focus on using data to articulate a story or an issue.
• Excellent time management skills and a strong sense of urgency.
• Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; a real passion for solving technical problems.
• Experience working with and improving Support ticketing systems, tools, and processes
• Flexibility to handle critical cases after hours as needed.
• Ability to communicate complex ideas effectively verbally and in writing with both customers and internal stakeholders.
• Preferred Skill Set: SFDC Reporting, Tableau, GSuite/MS Office, Data Analytics, etc.
  
  

About the Team:

Part of Careem NextGen Team, the mission of the program is to train the new Analysts to build Analytical excellence foundations with high standards. You will have access to some of the most exciting projects and advanced tech for accelerated learning and exposure, leveraging modern analysis and visualization tools to solve the region’s day to day problems.

The Careem Analytics team’s mission is to build and track the full lively picture for Careem businesses and experiences, uphold the experience bar, provide actionable insights, formulate problems and contribute to solving them. 

Responsibilities

• Collect, clean, and analyze structured and unstructured data from various internal and external sources.
• Build and maintain dashboards and reports to track KPIs and business performance.
• Work with cross-functional teams (product, engineering, and operations) to understand data needs and deliver actionable insights.
• Conduct exploratory data analysis (EDA) to identify trends, patterns, and anomalies.
• Support experimentation (A/B testing) and data-driven decision-making.
• Write SQL queries and use analytical tools to extract, transform, and analyze data efficiently.
• Leverage AI and automation tools to streamline recurring analytical tasks, improve data workflows, and enhance productivity.
• Explore opportunities to integrate AI-assisted insights (e.g., anomaly detection, trend forecasting, text summarization) into dashboards and reports.
• Document data definitions, methodologies, and analysis processes.
• Ensure data quality, integrity, and accuracy in reporting systems.
• Present findings clearly through visualizations and storytelling to both technical and non-technical stakeholders.
  
  

Qualifications

• Bachelor’s degree in Computer Science, Data Science, Statistics, Economics, or a related field.
• 0–2 years of experience as a Data Analyst or in a similar analytical role.
• Strong SQL skills and proficiency in at least one analytical language (Python or R).
• Strong SQL and Python skills, with experience in analytical libraries (e.g., pandas, NumPy, SciPy).
• Hands-on experience with BI and visualization tools (e.g., Power BI, Tableau, Looker, or Metabase).
• Understanding of data modeling, ETL processes, and database concepts.
• Basic knowledge of statistics and hypothesis testing.
• Familiarity with AI tools (e.g., ChatGPT, Gemini, Copilot) and an understanding of how to apply them to automate analyses, improve data exploration, and enhance decision-making.
• Curiosity to experiment with emerging AI capabilities for workflow optimization and insight generation.
• Strong attention to detail and ability to manage multiple priorities.
• Excellent communication and presentation skills with the ability to explain insights effectively.
• Strong attention to detail, analytical curiosity, and a bias for driving measurable impact.
• Experience with version control (Git) and data warehouses (BigQuery, Redshift, Snowflake) is a plus.

What we’ll provide you

We offer colleagues the opportunity to drive impact in the region while they learn and grow. As a full time Careem colleague, you will be able to:

• Work and learn from great minds by joining a community of inspiring colleagues.
• Put your passion to work in a purposeful organisation dedicated to creating impact in a region with a lot of untapped potential.
• Explore new opportunities to learn and grow every day.
• Work 4 days a week in office & 1 day from home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year. (If you are in an individual contributor role in tech, you will have 2 office days a week and 3 to work from home.)
• Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.