Customer Support Specialist

Motive

11d • Hybrid

About The Position

We're looking for a technically skilled Customer Support Specialist with excellent communication and problem-solving skills to be a frontline point of contact for our dealers. This role is a great fit for someone who's technical, curious, and energized by solving a wide range of challenges to deliver a great customer experience. The best candidates are just as comfortable talking to a dealer as they are digging into a technical issue. You'll need to understand what a dealer is experiencing, investigate the systems behind it, communicate what you find clearly, and turn dealer-reported issues into information our Product and Engineering teams can act on.

Requirements

• 2+ years of experience in customer support, technical support, or a similar customer-facing role within a fast-paced environment, software startup, or SaaS organization
• Strong technical aptitude and the ability to investigate problems across multiple connected systems
• A customer-first approach to problem-solving, balanced with sound technical judgment
• Highly organized, self-motivated, and detail-oriented, with strong follow-through on initiatives big and small
• Familiarity with customer support software and tools such as Pylon, Zendesk, or similar
• A positive attitude and a willingness to learn and adapt

Nice To Haves

• Analytics and marketing technologies such as GA4, tag managers, advertising pixels, and conversion tracking
• Writing or modifying custom front-end scripts and styles using JavaScript, CSS, or similar web technologies
• Working with automotive dealerships, vehicle inventory, inventory feeds, or automotive technology systems

Responsibilities

• Provide responsive customer support via email, phone, and Slack
• Collaborate with teammates to manage a shared queue of incoming customer requests
• Take ownership of cases from initial investigation through resolution, documenting details, next steps, and customer expectations along the way
• Assist dealership customers with tasks such as adjusting webpage elements, updating data files, and installing and troubleshooting integrations
• Use cutting edge AI technologies to investigate issues involving data flows, databases, APIs, and third-party integrations
• Translate customer feedback and reported issues into well-structured feature requests and defect reports to guide engineering improvements
• Contribute to the maintenance and evolution of support resources and documentation

Benefits

• Competitive compensation aligned with experience and scope of the role. Final details are discussed during the interview process.
• Motive contributes 100% of the cost of employees' health, dental, and vision insurance premiums. For employees' dependents, Motive covers 50% of their insurance premiums.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed