About Motion 💡

About the role:

How you'll make a difference:

• Help our clients resolve any issues or questions through slack, in-app chat, and email. Proactively troubleshoot client issues and work with our developers to implement solutions. 
  • Customer communication is about 80% via Intercom and 20% via Slack
  • Fin AI can fully resolve about 50% of customer inquiries
  • Customer support team handles about 40% of inquiries
  • Fin AI escalation to customer support team: ~10%
• Be the source of truth for internal technical questions. You know the platform’s capabilities (and the best workarounds) better than anyone!
• Advocate for clients by translating recurring themes and feedback into actionable product ideas. 
• Effectively communicate deeper bugs with our engineering team and provide prompt updates to the customer throughout the resolution process
• Own our knowledge base. Based on your conversations, build helpful, easy-to-follow guides to answer common questions. Our customers are some of the sharpest in the DTC space and love to find info on their own! 

Tools:

• Intercom
• Retool 
• Linear for submitting tickets
• Slack
• Claude to troubleshoot issues

Who you are:

• Resourceful, self-starter that is endlessly curious and excited to learn and teach. 
• 3+ years of customer facing technical support experience (motivated, passionate, hungry) 
• You notice the little things and are constantly curious. You ask the right questions and always try to find workarounds when facing roadblocks. 
• You bring a positive, infectious energy to all interactions and love helping people!
• Comfortable use of AI on a daily basis
• You have the ability to thrive in a fast-paced environment with evolving requirements and priorities

Bonus: 

What you'll love about Motion 💜

• Competitive compensation package: We offer competitive compensation, including equity for all employees, health benefits from day one, a monthly health & lifestyle stipend to support your well-being, 20 days of PTO, and a $1,500 work-from-home stipend.
• Growth that speaks for itself: Motion has strong product-market fit, 2.5x YoY growth, second-time founders with deep industry knowledge, and $30M in Series B funding to fuel our momentum.
• Training & development: We have comprehensive onboarding to prepare you to be an expert in our industry and will build an individualized learning plan once you’re fully ramped.
• Expertise & autonomy: You’ll learn to become a marketing expert and have the autonomy to make decisions and influence our output.
• A culture of collaboration & transparency: We value chatting through opinions over top-down decisions, maintain transparency across the organization into decision-making processes, and ensure your voice will be heard if you have any feedback.
• Remote-first with hybrid flexibility: We're a remote-first company with team members spanning Canada, the U.S., and beyond, but also have office spaces in 4 main hubs (Toronto, Montreal, Vancouver, and Porto) for optional hybrid work.
• Team connection: To stay connected in a virtual workspace, we get together at least once yearly for a company-wide offsite (this year, we spent a week by the lake in Muskoka, Canada!)
  • Virtual: Day-to-day, we use Roam, an AI-powered virtual office platform that fosters spontaneous collaboration, drop into meetings or quick chats, and interact with colleagues for a simulated, "live" digital headquarters.
  • In-person: Outside of the option to go to one of our offices, our team gets together for a team offsite once/year, and we have a company retreat every summer.