Platform Expert (North America)

Motion•Toronto, ON

6d•Remote

About The Position

Motion is a fast-growing company that has developed a new category of software to bridge the gap between performance marketers and creative teams. Our platform combines creative analytics, research, and strategy, serving as a command center for Creative Strategists. Our clients include top e-commerce and DTC brands. This role is critical in ensuring client success with new features, bridging the gap between creative and performance teams, and working directly with customers. You will be on the front lines, play a key role in training AI support, and manage the process for bug resolution with engineers.

Requirements

Must live in North America.
Resourceful, self-starter that is endlessly curious and excited to learn and teach.
3+ years of customer-facing technical support experience.
Ability to notice the little things, ask the right questions, and find workarounds when facing roadblocks.
Positive, infectious energy and a love for helping people.
Interest in AI/ML.
Ability to thrive in a fast-paced environment with evolving requirements and priorities.

Nice To Haves

Understanding of the importance of creative in the paid media landscape.

Responsibilities

Help clients resolve issues or questions through Slack, in-app chat, and email.
Proactively troubleshoot client issues and work with developers to implement solutions.
Serve as the source of truth for internal technical questions regarding the platform's capabilities and workarounds.
Advocate for clients by translating recurring themes and feedback into actionable product ideas.
Own the knowledge base by building helpful, easy-to-follow guides based on customer conversations to answer common questions.