Customer Support Manager

About Motion

Motion revolutionizes team productivity by harnessing AI to seamlessly integrate calendars and project management, empowering teams to prioritize tasks, optimize capacity, and flawlessly execute their roadmap. By dynamically updating and reorganizing the team’s work, Motion helps professionals make time for their highest priority tasks, reduces the stress of meeting overload, and ensures deadlines are met. We are growing extremely quickly, have millions of dollars in annual recurring revenue, and are trusted by 50,000+ paying users from world-class companies. Motion has raised funding from top venture investors and was part of Y Combinator’s Winter 2020 class.

Salary Range

$100k-$140k base salary and equity compensation

The Role

As a Customer Support Manager, you'll play a pivotal role in ensuring the seamless operation of our customer support function. Leading a dynamic team of technical support specialists, you'll oversee day-to-day activities while also spearheading strategic initiatives to elevate the overall customer experience. You'll serve as the internal champion and subject matter expert for all processes, systems, and training assets that ensure your team operates as efficiently as possible. The ideal candidate will be curious, data-driven, analytical, and a customer experience expert charged with evolving our customer support motions to best scale alongside expected company growth. You'll help define how we measure the success of our customer support team, as well as drive the internal and customer-facing tooling roadmap, including automation and AI tools to provide an optimal experience for our customers. As an operational leader of the customer support function, you'll focus on process optimization and enablement of your team.

Responsibilities

• Lead and scale a team of Customer Support Representatives through coaching, career development, and ongoing feedback.

• Ensure CSAs meet their OKRs/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

• Proven people management skills with a focus on employee development and team building.

• 3+ years of experience in customer support/success operations, business development or related field.

• 1+ 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 CSAs.

• 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.

Motion offers a competitive salary and equity compensation, medical, dental, and vision health insurance

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