Customer Support Specialist

About Motive

Motive is the fastest-growing website provider for dealerships. Shopping for a vehicle is a difficult process, and we believe that a better consumer experience online can make it great. Our all-in-one platform is serving an increasingly robust quantity of dealers through our direct partnerships with nearly every OEM brand.

About the Role

We're looking for a technically skilled Customer Support Specialist with excellent communication and problem-solving skills to be a frontline point of contact for our dealers. This role is a great fit for someone who's technical, curious, and energized by solving a wide range of challenges to deliver a great customer experience.

The best candidates are just as comfortable talking to a dealer as they are digging into a technical issue. You'll need to understand what a dealer is experiencing, investigate the systems behind it, communicate what you find clearly, and turn dealer-reported issues into information our Product and Engineering teams can act on.

In this job, you can expect to:

• Be part of a small, focused team

• Provide responsive customer support via email, phone, and Slack

• Collaborate with teammates to manage a shared queue of incoming customer requests

• Take ownership of cases from initial investigation through resolution, documenting details, next steps, and customer expectations along the way

• Assist dealership customers with tasks such as adjusting webpage elements, updating data files, and installing and troubleshooting integrations

• Use cutting edge AI technologies to investigate issues involving data flows, databases, APIs, and third-party integrations

• Translate customer feedback and reported issues into well-structured feature requests and defect reports to guide engineering improvements

• Contribute to the maintenance and evolution of support resources and documentation

We are looking for someone who has/is:

• 2+ years of experience in customer support, technical support, or a similar customer-facing role within a fast-paced environment, software startup, or SaaS organization

• Strong technical aptitude and the ability to investigate problems across multiple connected systems

• A customer-first approach to problem-solving, balanced with sound technical judgment

• Highly organized, self-motivated, and detail-oriented, with strong follow-through on initiatives big and small

• Familiarity with customer support software and tools such as Pylon, Zendesk, or similar

• A positive attitude and a willingness to learn and adapt

Preferred Experience:

• Analytics and marketing technologies such as GA4, tag managers, advertising pixels, and conversion tracking

• Writing or modifying custom front-end scripts and styles using JavaScript, CSS, or similar web technologies

• Working with automotive dealerships, vehicle inventory, inventory feeds, or automotive technology systems

Benefits

• Competitive compensation aligned with experience and scope of the role. Final details are discussed during the interview process.

• Motive contributes 100% of the cost of employees' health, dental, and vision insurance premiums. For employees' dependents, Motive covers 50% of their insurance premiums.

Work Location

• This role requires availability to work 9:00 am – 5:00 pm Pacific time, Monday through Friday

• Remote or in person in Oklahoma City

• While Motive is headquartered in Oklahoma City, our team is fully distributed across the US. We are currently accepting applications from all US states.