Customer Support Specialist, Level II

We are seeking a skilled Customer Support Specialist with exceptional communication and interpersonal skills to be the primary point of contact for our clients. This role should be particularly exciting to those who are technical and excited by solving a wide-range of challenges to deliver outstanding customer experiences.

About Motive

Motive is a website platform for franchise auto dealerships, used by hundreds of dealerships and millions of consumers. Our mission is to make car shopping great by giving manufacturers and their dealers simple, high-performing websites that customers love to use.

We’re growing fast, partnering with OEMs like Genesis, Lexus, Nissan, INFINITI, and Harley-Davidson, as well as some of the largest dealer groups in the world.

In this job, you can expect to

• Be part of a small, focused team

• Provide excellent customer support via email, phone, and Slack

• Collaborate with teammates in managing a ticket queue of incoming customer requests

• Assist dealership customers with tasks such as adjusting webpage elements, updating data files, installing and troubleshooting integrations

• Translate customer feedback into well-structured feature requests and defect reports to guide engineering improvements

• Contribute to the maintenance and evolution of support resources and documentation.

• Assist the Customer Success team on account review calls via Zoom with clients

We are looking for someone who has/is

• 2+ years of experience working in a Customer Support or Call Center within a fast-paced environment, startup, or SaaS organization

• Experience in communicating with enterprise-level stakeholders, including executives and senior decision-makers

• A customer-first approach to problem-solving

• Highly organized, self-motivated, and detail-oriented, with great follow-through on initiatives big and small

• Familiarity with customer support software and tools such as Pylon, Zendesk, etc

• Ability to work independently and as part of a team

• A positive attitude and a willingness to learn and adapt

Benefits

• Motive contributes 100% of the cost of employees’ health, dental, and vision insurance premiums. For employees’ dependents, Motive covers 50% of their insurance premiums.

Work Location

• Candidates must be based in the United States and able to work 9:00am – 5:00pm in Pacific Time (PT) zone