Platform Expert (North America)

ABOUT MOTION: Motion is growing fast (3x YoY), our product is sticky and we recently raised $30M in Series B funding. We doubled our customers as well as our headcount in 2024, and have just under 60 team members. But we’re just getting started and we need your help! We’ve built a new category of software to bridge the gap between performance marketers and creative teams. Our platform combines creative analytics, research, and strategy. Motion is the command center for Creative Strategists. Our customers are top ecom and DTC brands like Vuori, True Classic, The Farmer’s Dog, HexClad, and thousands more. They’ve used Motion to analyze over $13B in media spend. Your job will be critical in making sure clients find success with these new features and bridge the gap between their creative and performance teams. You will be on the front lines with customers, play a key role in training AI support, and be the owner of admin request process for getting bugs/issues resolved with our engineers. ABOUT THE ROLE: 🔎 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. 👋 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. HOW YOU'LL MAKE A DIFFERENCE: * 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. * 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! WHO YOU ARE: * You 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 (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! * You're interested in AI/ML * You have the ability to thrive in a fast-paced environment with evolving requirements and priorities BONUS: * Understanding of the importance of creative in the paid media landscape WHAT YOU'LL LOVE ABOUT MOTION: * Super competitive compensation, equity, 20 days PTO, full healthcare benefits, work from home stipend * Fully remote team with incredible offsites and retreats to build camaraderie. Our last retreat was a week-long stay at Lake Muskoka. * We’ve found product market fit but we’re still so early that you will have a major impact. * Our team is very ambitious, super capable and low on egos * Our customers are some of the leading brands and agencies in D2C e-commerce * We want Motion’s impact in the “creative-tech” industry to be up there with the Webflows, Canvas and Figmas of the world. * We have a deep understanding of the problem space through many years of tinkering in the industry. * We know exactly what it’s going to take for Motion to win. * We’d love for you to join us on the ride! Motion thrived in 2023, and 2024 was a defining year here. We are starting the year with fresh funding and exceptional signals from our clients. On top of this, our founding team has built successful companies before. This role offers an incredible opportunity to get in on the ground floor to help us build a category defining company in the “creative-tech” space.

Act as the primary technical point of contact for customers via Slack and in-app chat to resolve issues and answer questions. Bridge the gap between customers and engineering by translating feedback into product ideas and maintaining the knowledge base.

Requires 3+ years of customer-facing technical support experience and residency in North America. Candidates must be resourceful self-starters with an interest in AI/ML and the ability to thrive in a fast-paced environment.

• Competitive Compensation • Equity • 20 Days PTO • Full Healthcare Benefits • Work From Home Stipend

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Technical Support
• Customer Engagement
• Troubleshooting
• Knowledge Base Management
• Client Advocacy
• AI/ML Interest
• Communication
• Problem Solving

• Customer Service & Support
• Technology
• Software
• Marketing
• Data & Analytics

Expérience minimale

2+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine