Customer Support Supervisor

🕒 May 19

🌪️ Oklahoma – Remote

🌪️ Oklahoma – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Motive

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

🛍️ eCommerce

☁️ SaaS

💰 $806k Seed Round on 2022-11

eCommerce • Automotive • SaaS

Motive is a provider of streamlined, high-performing dealer websites designed to enhance customer experience in the automotive industry. With a user-friendly interface, it allows dealers of various sizes to easily manage and scale their online presence. Motive offers integrated conversion tools and a vehicle discovery experience, making it a valuable solution for automotive dealerships looking to improve their digital operations.

📋 Description

• Lead and develop our growing Customer Support team while ensuring an exceptional support experience for our clients, partners and internal stakeholders • Oversee day-to-day support operations, coaching team members, and ensuring the team delivers responsive, professional, and effective support across phone calls, email communications, and ticketing systems • Leverage cutting edge AI technology to help innovate our product and the customer experience • Help foster a collaborative, positive, and customer-focused team whose interactions meet Motive’s standards for professionalism • Ensure SLAs for responsiveness and resolution are met across all channels (phone, email, and ticketing platforms) • Monitor support metrics and reporting to ensure team capacity and performance is maintained • Handle customer escalations and work cross-functionally to drive resolution • Identify trends in customer requests and collaborate with Product, Engineering, and Customer Success teams to eliminate bottlenecks • Maintain and improve support workflows, processes, and documentation • Oversee new-hire training and professional development for team members.

🎯 Requirements

• 5+ years of experience in a high-volume customer support or technical support environment within the automotive industry • 2+ years of previous leadership or supervisory experience in a scaling organization • Strong written and verbal communication skills, with the ability to communicate confidently and professionally with clients by phone, email, and support ticket systems • Excellent problem-solving and conflict-resolution abilities • Highly organized with the ability to manage competing priorities in a fast-paced environment • A collaborative mindset and ability to work cross-functionally with Product, Engineering, and Customer Success teams.

🏖️ Benefits

• Motive contributes 100% of the cost of employees' health, dental, and vision insurance premiums • 50% of dependents’ health, dental, and vision insurance premiums