Admin Support Specialist

Motus

3h•$24 - $29•Remote

About The Position

The Admin Support Specialist is responsible for delivering high-quality support to customers and platform administrators while serving as an escalation point for complex issues. This role combines customer support, troubleshooting, data analysis, and cross-functional collaboration to ensure a seamless customer experience and drive long-term customer satisfaction. The ideal candidate is a proactive problem solver who can manage escalated support cases, analyze program performance, create custom reports, and provide strategic insights to both customers and internal teams. This role works closely with Customer Success, Operations, Product, and Leadership teams to improve processes, mitigate customer risk, and support customer retention efforts.

Requirements

2+ years in a customer support or operations role (experience as a Driver Support Specialist or similar preferred)
Comfortable working with dashboards, admin tools, and internal systems
Excellent written and verbal communication skills with strong attention to detail
Advanced Excel skills required; experience using XLOOKUP and other advanced formulas strongly preferred.
Strong organizational and time management skills with the ability to manage multiple priorities in a fast-paced environment
Ability to collaborate effectively across teams and build strong working relationships internally and externally
Customer-focused mindset with a proactive approach to problem-solving and continuous improvement
Experience handling customer escalations and managing sensitive customer communications professionally and effectively
Ability to create, analyze, and interpret reports to provide actionable insights and recommendations
Experience supporting SaaS platforms or logistics/driver-based products
Familiarity with SLAs, support metrics, and churn prevention strategies
Experience mentoring or supporting junior support team members

Responsibilities

Provide timely, professional support to customers and platform administrators through troubleshooting, issue resolution, and ongoing product guidance
Manage and resolve escalated customer issues, ensuring accurate communication, ownership, and follow-through to resolution
Investigate and troubleshoot platform, reporting, and operational issues by collaborating with internal teams when necessary
Create custom reports, dashboards, and program analyses to support customer needs and business objectives
Adhere to department SLAs, KPIs, and quality metrics while maintaining a high standard of customer experience
Provide continued education and training to admins who need additional support or product guidance
Support internal knowledge sharing by assisting team members with complex cases and contributing to operational best practices
Collaborate with leadership and Customer Success Managers to proactively identify and flag customers who may be at risk of churn
Serve as a subject-matter expert and assist Driver Support Specialists with critical issues, questions, and complex cases
Document recurring issues, solutions, and process improvements to help scale support operations