Manager - Tier 1

Job Description

Who we are:Motive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. Motive combines IoT hardware with AI-powered applications to connect and automate physical operations. Motive is one of the fastest-growing software companies in the world, serving more than 120,000 businesses, across a wide range of industries including trucking and logistics, construction, oil and gas, food and beverage, field service, agriculture, passenger transit, and delivery.Motive is built on four foundational attributes; Own It, Less but Better, Build Trust, and Unlock Potential. This has taken our company to great heights, including being recognized by Fortune for Best Workplaces, Forbes Best Startup Employers, and Comparably for our Best Global Culture, Sales Team, Leadership Team, Career Growth, and CEO for Diversity. We?re proud to receive an employee net promoter score of 63 (according to Comparably) which places Motive in the top 5% of companies with 4,000 employees or more.Today, our team is made up of more than 3,000 employees, located across the world, providing support to a wide range of customers. While most of our employees are remote, many have the opportunity to work on-site at any of our 8 global office locations. Visit our careers website to learn more about opportunities at Motive.About the Role:The Manager Customer Support Tier-1 role at Motive is a critical leadership position responsible for managing a team of Associate Managers in the Tier-1 Support department. Reporting directly to the Director of Tier-1 Support, the Manager will oversee the daily operations of the team, providing guidance, support, and mentorship to drive the teams performance and ensure that our customers receive excellent support.The Manager Customer Support Tier-1 plays a crucial role in contributing to business objectives by ensuring customer satisfaction, handling escalations, and continuously improving support processes. The role also has potential for advancement within the organization by demonstrating strong leadership skills, developing high-performing teams, and meeting or exceeding performance metrics. At Motive, we seek a Manager who is customer-focused, strategic, collaborative, adaptable, and data-driven, and who thrives in a fast-paced environment.Overall, the Manager of Customer Support Tier-1 plays a pivotal role in ensuring customer satisfaction and building customer loyalty, making this role critical to the success of the organization.What You?ll Do:

• Lead the Tier-1 Support Teams of Motive (Chat, Email, Phone) ensuring consistent delivery of high-quality customer experiences.
• Drive successful project execution within Tier-1 Support by managing project timelines, resource allocation, and stakeholder communication.
• Manage the Support Tier-1 PODs, including the assignment of team members and the optimization of workflows, to improve efficiency and maximize customer satisfaction.
• Collaborate closely with cross-functional partners and stakeholders to identify opportunities for process improvements and to implement changes that positively impact the customer experience.
• Responsible for managing Associate Managers to ensure people operations run smoothly and efficiently.
• Develop and implement strategic initiatives to achieve performance metrics and business objectives, leveraging data-driven insights and industry best practices.

What We?re Looking For:

• Minimum Bachelors or Masters Degree (any discipline).
• 7+ years of experience in Customer Support or Technical Support domain, preferably in a SaaS-based organization.
• 3+ years of experience leading & managing global support teams of a minimum of 50+ Individual contributors and Associate Managers/Team Leads.
• Demonstrated ability to lead and manage teams to deliver exceptional customer experiences.
• Strong analytical skills and ability to leverage data to drive business decisions.
• Excellent communication and collaboration skills to build effective relationships with stakeholders and cross-functional partners.

Creating a diverse and inclusive workplace is one of Motives core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities, and perspectives.Creating a diverse and inclusive workplace is one of Motives core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.Please review our Candidate Privacy Noticehere.The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motives policy to require that employees be authorized to receive access to Motive products and technology.#LI-Remote

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