Customer Support Supervisor

Role Overview

• 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