Customer Operations Lead, Motion
$80-130k
+ Equity
AI-driven time management platform
Open for applications
AI-driven time management platform
21-100 employees
Open for applications
$80-130k
+ Equity
21-100 employees
Company mission
Motion's mission is to solve the problem of focus and deep work through its AI-driven time management platform.
Role
Who you are
- Ambitious new graduates are welcome to apply
- The ideal candidate will be curious, data-driven, and ready to take on the challenge of scaling our customer support operations as the company grows
- 2-5 years of experience in customer support/success operations, business development, or related fields
- 1-4 years of management experience
- Ability to multitask in high-stress environments and adapt to schedule changes
- Ability to thrive in an autonomous environment and demonstrate extreme ownership
- Proficiency with tools like Zendesk, Front, Intercom, Jira, Retool, and Notion, or eagerness and willingness to learn
- Excellent communication and organizational skills
- Ability to understand the impact of strategic decisions on teams and CSRs
- Demonstrated proficiency in analyzing data using tools such as Excel and Google Sheets. SQL proficiency is a plus
- Ability to derive insights and make data-driven decisions by interpreting datasets
- Strong aptitude for visualizing and manipulating data effectively, transforming raw data into actionable insights that inform strategic decision-making
What the job involves
- As the Customer Operations Lead at Motion, you'll oversee the customer support function while driving operational excellence and strategic initiatives.
- Leading a dynamic team, you'll focus on enhancing customer experience through efficient processes and innovative solutions.
- This role is a fast track to becoming a manager, with a clear pathway for growth.
- Lead and scale a team of Customer Support Representatives (CSRs) through coaching, career development, and ongoing feedback
- Ensure CSRs meet their KPIs and allocate resources effectively across all accounts
- Provide regular performance feedback to maximize team members' potential and results
- Establish and track monthly and quarterly performance goals for direct reports
- Act as a bridge between internal teams and customers, coordinating efforts around escalations and engineering needs
- Oversee the operation of the help center, ensuring timely and effective resolution of customer inquiries and issues
- Create training materials and conduct sessions for both internal teams and external users
- Manage customer escalations and collaborate with internal teams to ensure customer success
- Drive process optimizations and scalable solutions to ensure a consistent member experience
Our take
Today's fast-paced digital world can make time management feel overwhelming, leading many smartphones to be filled with applications for to-do lists, calendars, and project management tools. The fragmented nature of these apps makes them time-consuming and frustrating to navigate, ultimately making them unsuitable for usage within professional workforces.
Motion provides an all-in-one AI-driven time management platform for businesses, facilitating the automation of daily task planning, task prioritization, and long-term scheduling. The AI technology also automates frustrating maintenance tasks normally associated with productivity apps such as the rescheduling of unfinished work, adding exceptions for weekends or time off, and recognizing when a user is falling behind on their schedule.
Whilst businesses have a plethora of productivity platforms at their disposal, Motion has been smart to apply AI to its software to reduce the amount of time users must spend manually using it. Through this approach, the company aims to bring the benefits of time-management platforms without their pitfalls, ultimately helping to keep workers on track and minimize missed deadlines, without requiring constant manual planning time.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jun 2024
$36.5m
LATE VC
May 2023
$14m
EARLY VC
Total funding: $63.6m
Company benefits
- Motion offers a competitive salary and equity compensation, medical, dental, and vision health insurance
Company HQ
Mountain View, CA
Leadership
Harry Qi
(CEO and Co-founder)Experience as Quantitative Trader at Optiver from 2017 to 2019. LP Venture Partner at Pioneer Fund since 2020.
Ethan Yu
(COO and Co-founder)Experience as Software Engineer Intern for Whatsapp and Facebook. Quantitative Trader for Citadel from 2016 to 2018 and for DRW since 2019.
Omid Rooholfada
(Co-founder)President of Code Haven from 2016 to 2018. Experience as Software Engineer Intern for Facebook and Optimizely.
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