Customer Operations Lead

About Motion

Project management systems today are great at letting companies record their tasks, but place all of the burden on human project coordinators. These tools don’t know about the team’s time and resources and don’t have any intelligence — someone has to manually match tasks against their assumptions about the team’s capacity. Not only does this process waste precious company resources, it’s also error-prone and leads to overwork, missed deadlines, miscommunication, and micromanagement.

Motion is building the world’s most intelligent project management system — one that doesn’t require a project coordinator manually tracking each task, but rather an intelligent system that can make sense of hundreds of tasks across dozens of projects and automatically coordinate them across every person on the team. Motion allows companies to focus on the work they need to do rather than wasting up to 50% of their resources on overhead.

Our users give us data on their workload (e.g. projects and tasks) and resources (employee roles, calendars, and schedules). Based on all this information, Motion makes intelligent decisions about how tasks should be executed — better than any human project coordinator. Teams that use Motion know what people are working on at any given time, when each task will be completed, and whether any tasks will fall behind schedule. The moment something changes, instead of the coordinator having to figure out all the cascading effects, Motion instantly creates a new optimized plan for the team.

Motion is the project management system of the future. We are growing extremely quickly, trusted by thousands of customers, have millions in revenue, near-infinite runway, and an exceptionally talented team. Most of Motion's 30 employees work in engineering, and the majority of those in business and operations roles also have technical skills.

The Role

As the Customer Operations Lead at Motion, you'll oversee the customer support function while driving operational excellence and strategic initiatives. Leading a dynamic team, you'll focus on enhancing customer experience through efficient processes and innovative solutions. The ideal candidate will be curious, data-driven, and ready to take on the challenge of scaling our customer support operations as the company grows. This role is a fast track to becoming a manager, with a clear pathway for growth. Ambitious new graduates are welcome to apply.

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.

What we’re looking for

• 2-5 years of experience in customer support/success operations, business development, or related fields.

• 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, or eagerness and willingness to learn.

• Excellent communication and organizational skills.

• Ability to understand the impact of strategic decisions on teams 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.

About the Hiring Manager

Hey, I'm Bishop, the Head of Customer Experience at Motion. My career started in FP&A, but I quickly realized I wanted more—I didn't want to be just another cog in the machine. I needed something with more impact, more room to grow, and more technical challenges. That's what led me to Motion.

I've hired and trained about 30 support professionals here, and I'm proud of the fast-paced, high-ownership culture we've built. We don't just answer tickets; we solve problems and make sure our customers are set up for long-term success. I'm not looking for someone to just fill a role—I'm looking for someone who's ready to step up, take ownership, and be a part of something bigger. This isn't your typical support job. It's an opportunity to lead, innovate, and make a real impact on how we do things at Motion.

I believe in pushing boundaries and constantly improving. If you're someone who's hungry to learn, eager to take on challenges, and ready to help shape the future of customer experience at Motion, then this is the place for you.

Motion is committed to creating a diverse and inclusive workplace where everyone is treated with respect and given equal opportunities. We do not discriminate based on gender identity, race, ancestry, disability, religion, sexual orientation, pregnancy status, veteran status, or any other characteristic protected by law. We welcome and encourage all qualified candidates to apply for our job openings. 

Helpful Links:

Motion Culture: https://motionapp.notion.site/Motion-Company-Culture-21bd766b1f864764b0db2fa72529b182

Motion in the Press: https://techcrunch.com/2022/09/19/2393012/

https://www.usemotion.com