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Client Support Operations Manager

2 months ago

Little Ferry, New Jersey, United States Motion LLC Full time

About Motion:
Motion transforms team efficiency by utilizing AI technology to seamlessly integrate calendars and project management systems. This innovation empowers teams to prioritize tasks, optimize workload, and execute their plans effectively. By dynamically updating and reorganizing workflows, Motion enables professionals to focus on their most important tasks, alleviating the stress of overwhelming schedules and ensuring deadlines are consistently met. We are experiencing significant growth, with millions in annual recurring revenue and the trust of over 50,000 paying users from leading companies. Motion has received backing from prominent venture capital firms and was part of Y Combinator's Winter 2020 cohort.

The Role:
We invite you to join us as a Client Support Operations Manager, where you will be instrumental in ensuring the effective functioning of our customer support operations. In this role, you will lead a proactive team of technical support professionals, overseeing daily activities while spearheading strategic initiatives to improve the overall customer experience. You will serve as the internal advocate and subject matter expert for all processes, systems, and training resources, ensuring maximum efficiency within your team. The ideal candidate will possess a curious mindset, be data-driven, analytical, and a specialist in customer experience, tasked with evolving our support strategies to scale effectively with our anticipated growth. Your responsibilities will include defining metrics for assessing the success of our support team, guiding the internal and customer-facing tooling roadmap, and implementing automation and AI solutions to deliver an exceptional customer experience.

Responsibilities:
- Lead and develop a team of Customer Support Representatives (CSRs) through coaching, career development, and ongoing feedback.
- Ensure CSRs meet their objectives and efficiently allocate resources across all accounts.
- Provide regular performance evaluations to maximize team members' potential.
- Establish and monitor monthly and quarterly performance targets for direct reports.
- Act as a liaison between internal teams and customers, coordinating efforts for escalations and engineering requirements.
- Oversee the help center's operations to ensure prompt and effective resolution of customer inquiries and issues.
- Create training materials and conduct sessions for internal teams and external users.
- Manage customer escalations and collaborate with internal teams to ensure customer success.
- Drive process improvements and scalable solutions to maintain a consistent member experience.

What we're looking for:
- Proven people management skills with a focus on employee development and team building.
- 3+ years of experience in customer support/success operations, business development, or related fields.
- 1+ years of managerial experience.
- Ability to multitask in high-pressure environments and adapt to changing schedules.
- Capability to thrive in an autonomous setting and demonstrate extreme ownership.
- Proficiency with tools such as Zendesk, Front, Intercom, Jira, Retool, and Notion.
- Excellent communication and organizational skills.
- Proficient in data analysis using tools like Excel and Google Sheets. SQL knowledge is a plus.
- Ability to derive insights and make data-driven decisions based on data interpretation.
- Strong ability to visualize and manipulate data effectively, transforming raw data into actionable insights for strategic decision-making.

Motion offers:
Competitive salary and equity compensation, along with medical, dental, and vision health insurance. Motion is committed to fostering a diverse and inclusive workplace where everyone is respected and provided with equal opportunities. We uphold a nondiscriminatory policy based on gender identity, race, ancestry, disability, religion, sexual orientation, pregnancy status, veteran status, or any other legally protected characteristic. We encourage all qualified candidates to consider our job openings.