Product Support Specialist at Motion, Remote

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About the Product Support Specialist role 

What you’d be doing 

• Helping our clients resolve issues or questions through slack, in-app chat, and email, proactively troubleshooting client issues and working with our developers to implement solutions.
  • Note: Customer communication is ~80% Intercom/~20% Slack. Of those customer inquiries:
    • Fin AI independently resolves ~50%
    • Our customer support team handles ~40% directly
    • The remaining ~10% represents Fin AI → customer support escalations
• Operating as the source of truth for internal technical questions (you’d know the platform’s capabilities and the best workarounds better than anyone else!).
• Advocating for clients by translating recurring themes and feedback into actionable product ideas.
• Effectively communicating deeper bugs with our engineering team and providing prompt updates to clients throughout the resolution process.
• Owning our knowledge base: based on your conversations, you’d build helpful, easy-to-follow guides to answer commonly asked questions. Our customers are some of the sharpest in the DTC space and love to find info on their own!

Our ideal fit brings 

• 1+ years of professional work experience, ideally in a customer-facing or technical support role, with the motivation, passion, and hunger to keep growing.
• A resourceful, self-starter mindset paired with endless curiosity and an excitement for learning (and teaching!).
• A sharp eye for noticing the little things and a habit of asking the right questions, especially when finding workarounds to roadblocks.
• A positive, infectious energy and a genuine love of helping people.
• Comfort using AI tools as part of their daily workflow.
• The ability to thrive in a fast-paced environment with evolving requirements and priorities.
• Bonus: An understanding of the importance of creative in the paid media landscape.

What you’ll love about Motion 

• Competitive compensation package: We offer competitive compensation, including equity for all employees, health benefits from day one, a monthly health & lifestyle stipend to support your well-being, 20 days of PTO, and a $1,500 work-from-home stipend.
• Growth that speaks for itself: Motion has strong product-market fit, 2.5x YoY growth, second-time founders with deep industry knowledge, and $30M in Series B funding to fuel our momentum.
• Training & development: We have comprehensive onboarding to prepare you to be an expert in our industry and will build an individualized learning plan once you’re fully ramped.
• Expertise & autonomy: You’ll learn to become a marketing expert and have the autonomy to make decisions and influence our output.
• A culture of collaboration & transparency: We value chatting through opinions over top-down decisions, maintain transparency across the organization into decision-making processes, and ensure your voice will be heard if you have any feedback.
• Remote-first with hybrid flexibility: We’re a remote-first company with team members spanning Canada, the U.S., and beyond, but also have office spaces in 4 main hubs (Toronto, Montreal, Vancouver, and Porto) for optional hybrid work.
• Team connection: To stay connected in a virtual workspace, we get together at least once yearly for a company-wide offsite (this year, we spent a week by the lake in Muskoka, Canada!)
  • Virtual: Day-to-day, we use Roam, an AI-powered virtual office platform that fosters spontaneous collaboration, drop into meetings or quick chats, and interact with colleagues for a simulated, “live” digital headquarters.
  • In-person: Outside of the option to go to one of our offices, our team gets together for a team offsite once/year, and we have a company retreat every summer.