Customer Support Representative (PH)

As a Customer Support Representative at Motion, you'll be responsible for addressing customer inquiries across our support channels while ensuring adherence to service-level agreements. You'll leverage our knowledge base to answer common queries efficiently, identify and escalate technical issues to enhance customer satisfaction, and actively contribute to refining customer operations. You'll also play a critical role in communicating customer feedback to our product and engineering teams, ensuring that necessary improvements are made. These tasks are vital in helping Motion maintain our high standards in customer support.

To qualify for the Customer Support Representative position at Motion, candidates should possess solid written and spoken English skills and have a minimum of 2 years’ experience in customer support, ideally in various environments from startups to multinational corporations. A degree from a top-tier institution is also considered beneficial. Additionally, familiarity with tools like Front, Intercom, Stripe, and Zendesk is a plus, as well as strong analytical and critical thinking abilities that are essential for this role.

The typical working schedule for a Customer Support Representative at Motion is a 40-hour workweek starting at 1:00 AM Philippines Standard Time. This schedule offers flexibility for you to adjust your work-life balance while being part of a high-performing team that values your time and contributions. Our fully remote environment also facilitates work across different locations, making it adaptable and inclusive.

The company culture at Motion is vibrant, collaborative, and innovative. We prioritize internal growth and provide clear pathways for advancement—from being a Senior Agent to taking on Managerial roles or becoming a Customer Operations Analyst. Our team is dedicated to learning and development, which helps everyone thrive. We are also committed to creating a diverse and inclusive workplace where every individual is respected and valued, regardless of their background.

Motion is committed to supporting its Customer Support Representatives by providing structured pay reviews every six months and fostering an environment where learning and growth are prioritized. We offer a comprehensive knowledge base and hands-on training to help you address customer issues efficiently. You'll also have access to the latest tools and technology needed to excel in your role while enjoying a swift and transparent interview process if you're selected to join our dynamic team.

When discussing your customer support experience, focus on specific roles you've held and the various environments you've worked in, such as startups versus multinational corporations. Highlight any metrics that demonstrate your success, like customer satisfaction scores or the volume of queries handled. Be prepared to share examples of challenging customer interactions and how you resolved them effectively.

In prioritizing customer inquiries, it's crucial to assess urgency and impact. Explain your method for handling urgent queries or technical issues first, ensuring that customers feel heard and supported. You can mention any tools or strategies you use to track and manage requests, indicating a well-organized approach to customer service.

When faced with a technical issue beyond your expertise, it's essential to communicate with the customer transparently. Describe how you would document the problem, escalate it to the relevant technical teams, and ensure the customer is updated throughout the process. Demonstrating a proactive approach in keeping the customer informed shows your dedication to their satisfaction.

Handling an unhappy customer involves active listening, empathy, and problem-solving skills. Share how you would validate their concerns, keep a calm demeanor, and ask clarifying questions to understand their issue better. Then, outline your process for resolving it—whether by finding a solution directly, offering alternatives, or involving other team members for further assistance.

Discussing your familiarity with tools is essential as it's directly relevant to the Customer Support Representative role at Motion. Mention specific platforms you’ve worked with, such as Intercom, Zendesk, or G-Suite. Describe how you've integrated these tools into your workflow, resulting in efficiency and improved customer response times.

Express your enthusiasm for working at Motion by emphasizing your alignment with their mission and commitment to innovative customer support. Mention how you admire their use of AI in project management and their culture of growth and development. This personal connection indicates genuine interest and research you’ve conducted about the company.

In your response, highlight your willingness to learn and adapt. Discuss any specific experiences where you've had to learn new tools or processes quickly when changes occur. Demonstrating a proactive attitude and a passion for technology brandishes your suitability for a tech-driven environment like Motion's.

Talk about strategies you've employed to enhance customer retention, such as actively seeking feedback, implementing solutions based on that feedback, or identifying patterns in customer interactions. Emphasize your commitment to developing long-term customer relationships while discussing measurable impacts you've made in past roles.

Share a specific anecdote that showcases your commitment to exceptional customer service. Detail the situation, the steps you took to ensure the customer's needs were met (or exceeded), and the outcome. This not only displays your dedication but also your capability to engage with customers on a deeper level.

To maintain a positive attitude during challenging times, discuss the importance of resilience and self-care strategies. Mention how you focus on solutions rather than problems, celebrate small wins, and encourage your team. An optimistic approach not only positively affects your performance but also influences your interactions with customers.