Platform Expert

Motion

1d • Remote

About The Position

🔎 As a Platform Expert at Motion, you'll be at the forefront of our customer
engagement. You will make sure our customers can find the info they need when
they need it and have a friendly face to reach out to when things come up. We
want our Platform Experts to feel like a friendly & helpful teammate vs. a
ticket taker.

👋 Whether interacting with curious prospects or established clients, this role
is the face of Motion in Slack and our in-app chat. 

🔗 You’ll also be the key connector between our engineering and customer success
teams ensuring issues are resolved and client feedback is heard. 

Requirements

• 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

Nice To Haves

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

Responsibilities

• 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.
• 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!

Benefits

• 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.

What This Job Offers

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