Motion | $80,000-$130,000
Steph's Notes:
Motion has a Careers page, but that's about all you can say about it. Not a lot of information there.
We are growing extremely quickly, trusted by thousands of customers, have millions in revenue, near-infinite runway, and an exceptionally talented team. Most of Motion's 30 employees work in engineering, and the majority of those in business and operations roles also have technical skills.
Ehhh, okay. Look. I'm about to make a lot of assumptions, but they're based on 10 years of working in Customer Support in Tech. Okay? Cool.
The thing is, you should always be skeptical about claims of "near-infinite runway." Even if it's true (it's probably not), it's only true because the company is making some very specific choices about what it values and what it doesn't. Motion is giving us some crystal-clear clues about what it values: engineering and not much else.
Which, okay, it's an "AI" product, so that makes sense...to a point. The point at which that stops making sense is when you start looking at its Customer Operations team: a single Customer Operations Lead (not Director, not Manager, Lead – seniority matters) and, it seems, many outsourced Support roles (at least 30, as we learn later in the description).
This is not a criticism of using outsourced CX agents; rather, it's pointing out the major trade-offs Motion is making to have that "near-infinite runway": the smallest investment possible in the customer experience for the highest possible extraction of profit from customers.
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.
You better have efficient processes and innovative solutions, because you will probably have only a fraction of that near-infinite runway with which to work.
This role is a fast track to becoming a manager, with a clear pathway for growth.
This role will already be leading the whole Support function, that it's not already at least a manager-level role is, frankly, absurd.
Ambitious new graduates are welcome to apply.
Again, this tells you all you need to know about how important Motion thinks Customer Support is and what they think it takes to make it great.
2-5 years of experience in customer support/success operations, business development, or related fields.
1-4 years of management experience.
Absurd. Laughable. A shanda. Take your pick.
Ability to multitask in high-stress environments and adapt to schedule changes.
What a pitch! Sign me up.
I am genuinely shocked to learn Motion has a Head of Customer Experience, which this role reports to, apparently! This is an honest question: what kind of support can the Customer Ops Lead expect to receive from the Head of CX? Because from the way this JD is written, it really does seem like whoever's in this role is on their own.
Not to mention: why isn't this role more senior? It's a big leap from Lead to Head of CX, especially when that Lead is overseeing an entire function. Also, 30 contract agents are a lot of people. Is this role meant to manage all of them?
This is just...a lot. I don't think it's enough to be a Seriously, Maybe Don't, but it's definitely a BINGO.
UPDATE:
I've since heard from someone who interviewed at this company that the interview process is not great, which is not surprising given the job description, so I'm moving this to Seriously, Maybe Don't.
Original Job Description: Customer Operations Lead
About Motion
Project management systems today are great at letting companies record their tasks, but place all of the burden on human project coordinators. These tools don’t know about the team’s time and resources and don’t have any intelligence — someone has to manually match tasks against their assumptions about the team’s capacity. Not only does this process waste precious company resources, it’s also error-prone and leads to overwork, missed deadlines, miscommunication, and micromanagement.
Motion is building the world’s most intelligent project management system — one that doesn’t require a project coordinator manually tracking each task, but rather an intelligent system that can make sense of hundreds of tasks across dozens of projects and automatically coordinate them across every person on the team. Motion allows companies to focus on the work they need to do rather than wasting up to 50% of their resources on overhead.
Our users give us data on their workload (e.g. projects and tasks) and resources (employee roles, calendars, and schedules). Based on all this information, Motion makes intelligent decisions about how tasks should be executed — better than any human project coordinator. Teams that use Motion know what people are working on at any given time, when each task will be completed, and whether any tasks will fall behind schedule. The moment something changes, instead of the coordinator having to figure out all the cascading effects, Motion instantly creates a new optimized plan for the team.
Motion is the project management system of the future. We are growing extremely quickly, trusted by thousands of customers, have millions in revenue, near-infinite runway, and an exceptionally talented team. Most of Motion's 30 employees work in engineering, and the majority of those in business and operations roles also have technical skills.
The Role
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. 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. This role is a fast track to becoming a manager, with a clear pathway for growth. Ambitious new graduates are welcome to apply.
Responsibilities
- 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.
What we’re looking for
- 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.
About the Hiring Manager
Hey, I'm Bishop, the Head of Customer Experience at Motion. My career started in FP&A, but I quickly realized I wanted more—I didn't want to be just another cog in the machine. I needed something with more impact, more room to grow, and more technical challenges. That's what led me to Motion.
I've hired and trained about 30 support professionals here, and I'm proud of the fast-paced, high-ownership culture we've built. We don't just answer tickets; we solve problems and make sure our customers are set up for long-term success. I'm not looking for someone to just fill a role—I'm looking for someone who's ready to step up, take ownership, and be a part of something bigger. This isn't your typical support job. It's an opportunity to lead, innovate, and make a real impact on how we do things at Motion.
I believe in pushing boundaries and constantly improving. If you're someone who's hungry to learn, eager to take on challenges, and ready to help shape the future of customer experience at Motion, then this is the place for you.
Motion is committed to creating a diverse and inclusive workplace where everyone is treated with respect and given equal opportunities. We do not discriminate based on gender identity, race, ancestry, disability, religion, sexual orientation, pregnancy status, veteran status, or any other characteristic protected by law. We welcome and encourage all qualified candidates to apply for our job openings.
Helpful Links:
Motion Culture: https://motionapp.notion.site/Motion-Company-Culture-21bd766b1f864764b0db2fa72529b182
Motion in the Press: https://techcrunch.com/2022/09/19/2393012/
