Customer Support Supervisor

This is a fully remote position, open to applicants in Oklahoma.

📋 Description

• Lead and nurture our expanding Customer Support team while delivering an outstanding support experience for our clients, partners, and internal stakeholders.

• Manage daily support operations, mentor team members, and ensure the team provides responsive, professional, and effective assistance through phone calls, email communications, and ticketing systems.

• Utilize cutting-edge AI technology to drive innovation in our product and enhance the customer experience.

• Cultivate a collaborative, positive, and customer-centric team whose interactions align with Motive’s standards for professionalism.

• Ensure service level agreements (SLAs) for responsiveness and resolution are achieved across all channels (phone, email, and ticketing platforms).

• Track support metrics and reporting to maintain team capacity and performance.

• Address customer escalations and collaborate cross-functionally to ensure timely resolutions.

• Recognize patterns in customer inquiries and partner with Product, Engineering, and Customer Success teams to eliminate bottlenecks.

• Maintain and enhance support workflows, processes, and documentation.

• Supervise new-hire training and professional growth for team members.

⛳️ Requirements

• A minimum of 5 years of experience in a high-volume customer support or technical support setting within the automotive sector.

• At least 2 years of prior leadership or supervisory experience in a growing organization.

• Exceptional written and verbal communication skills, with the capability to engage confidently and professionally with clients via phone, email, and support ticket systems.

• Strong problem-solving and conflict-resolution skills.

• Highly organized, with the ability to prioritize competing demands in a fast-paced environment.

• A collaborative mindset and the ability to work cross-functionally with Product, Engineering, and Customer Success teams.

🏝️ Benefits

• Motive covers 100% of employees' health, dental, and vision insurance premiums.

• 50% of dependents’ health, dental, and vision insurance premiums.