Full-Time

Customer Support Lead

Posted on 5/9/2024

Motion

Motion

11-50 employees

AI-driven productivity and scheduling platform

AI & Machine Learning

Mid, Senior

United States

Required Skills
Communications
Zendesk
Excel/Numbers/Sheets
Requirements
  • Proven people management skills with a focus on employee development and team building.
  • 2-5 years of experience in customer support/success operations, business development or related field.
  • 1-4 years of management experience.
  • Ability to multitask in high-stress environments and adapt to schedule changes.
  • Ability to thrive in an autonomous environment and demonstrate extreme ownership.
  • Proficiency with tools like Zendesk, Front, Intercom, Jira, Retool, and Notion.
  • Excellent communication and organizational skills.
  • Ability to understand the impact of strategic decisions on teams, clients, and CSRs.
  • Demonstrated proficiency in analyzing data using tools such as Excel and Google Sheets. SQL proficiency is a plus.
  • Ability to derive insights and make data-driven decisions by interpreting datasets.
  • Strong aptitude for visualizing and manipulating data effectively, transforming raw data into actionable insights that inform strategic decision-making.
Responsibilities
  • Lead and scale a team of Customer Support Representatives (CSRs) through coaching, career development, and ongoing feedback.
  • Ensure CSRs meet their KPIs and allocate resources effectively across all accounts.
  • Provide regular performance feedback to maximize team members' potential and results.
  • Establish and track monthly and quarterly performance goals for direct reports.
  • Act as a bridge between internal teams and customers, coordinating efforts around escalations and engineering needs.
  • Oversee the operation of the help center, ensuring timely and effective resolution of customer inquiries and issues.
  • Create training materials and conduct sessions for both internal teams and external users.
  • Manage customer escalations and collaborate with internal teams to ensure customer success.
  • Drive process optimizations and scalable solutions to ensure a consistent member experience.

Motion is a leader in enhancing productivity through its all-in-one platform that integrates automation and AI to manage calendars, meetings, projects, and tasks efficiently. With a focus on intelligent scheduling and dynamic task management, this company offers a collaborative environment where technology drives success, making it an ideal workplace for innovative professionals aiming to leverage cutting-edge tools in their daily workflows.

Company Stage

Series A

Total Funding

$13.2M

Headquarters

San Francisco, California

Founded

2019

Growth & Insights
Headcount

6 month growth

18%

1 year growth

41%

2 year growth

238%

Benefits

Can work 100% remotely from anywhere in the US and Canada

Company laptop

Heath Care benefits

Flexible PTO

Travel for company work weeks in a new city every 6 months

Bi-weekly team happy hours

Generous equity