Customer Operations Lead

About MotionGiven the speed of AI advancement, we operate under two assumptions about the future of work:1. AI will do 100x more work over the next decade2. Humans will always be needed for oversight, strategy, and the toughest decisionsTo manage this future, there must be a system that lets a single human manage 100x more work, done by both AI and people. That’s what we’re building at Motion.We spent the past 5 years building the best automated project management software—an AI project manager that eliminates reactive project management—Motion predicts what will get done early or late, automatically coordinates the right person to do the highest impact task at the right time, and ensures no steps are missed.The real moat in AI agents is context: whoever has the most data to let the system think and work exactly like their users will win. Motion already has a lead: tasks, projects, docs, meetings, calendars, and communication all live in one place, making us best equipped to swap out human work for AI technology improves. Integrating all these systems seamlessly is incredibly hard, but we're uniquely capable of doing this because we are one of the most operationally excellent companies in the world.With backing from YC and Sam Altman, a $500M+ valuation, and hundreds of thousands of users, we’re well positioned to lead. Now we’re building agents that work with extreme accuracy and unlock an order-of-magnitude boost in productivity.Motion isn’t a 9–5. It’s intense, fast, and not for everyone. But if you want to work with top talent, learn fast, and help redefine how work gets done—you’ll thrive here.Location: North America (Remote)Compensation: $70k-$125k base salary, plus equity compensationAbout the Hiring ManagerHey, I'm Bishop — I lead Customer Experience at Motion. My background’s in FP&A, but I realized early on I didn’t just want to report on work — I wanted to shape how it gets done. That’s what brought me to Motion, and it’s what’s kept me here: we’re building fast, solving real problems, and pushing the boundaries of how AI and operations come together.Since joining, I’ve built our support and success functions from scratch — hiring and training ~30 folks across CS, Support, and QA. Now we’re in phase two: scaling what works, automating what doesn’t, and getting way sharper on quality. This role is a key part of that.I’m not looking for someone to just execute — I’m looking for someone who wants to build: systems, workflows, playbooks, feedback loops, and more. If you're curious, scrappy, and obsessed with making things better — and want to work on the inside of a fast-growing AI startup — this is the place.The RoleWe’re hiring a Customer Operations Lead to help scale and improve our support engine. You’ll handle day-to-day execution (coverage, ticket routing, team performance), and also own the systems that make support run: macros, workflows, QA reviews, onboarding, training, and more.You don’t need a CX background — biz ops generalists or new grads with strong systems thinking are welcome. This is a great fit if you’re high-agency, love fixing broken things, and want to run a core function at a fast-moving startup. The best people in this role will quickly grow into management or broader CX leadership.ResponsibilitiesRun the daily operations of the support teamManage, train, develop, and coach customer support representatives (CSRs) to deliver high-quality, efficient support at scaleManage workload balancing, shift coverage, and on-call rotationsTrack KPIs, flag issues, and drive performance improvementsBuild and maintain SOPs, macros, and internal tools to boost consistency and speedHelp lead weekly QA and feedback loops with support repsAnalyze performance trends and propose process or tooling fixesOwn the upkeep of the internal knowledge base and training resourcesDesign and maintain dashboards to monitor support performance in real timeAudit workflows regularly to eliminate bottlenecks and reduce manual workCoordinate with engineering and product to resolve high-priority bugs and edge casesTriage escalations and communicate cross-functionally to ensure timely resolutionsImprove how we use AI in support — including LLM agent workflows and QA toolingHelp manage vendor tools (e.g. Intercom, Front, Zendesk) and optimize usage and costPartner with recruiting and CX leadership to forecast team growth and capacityAssist with onboarding and ongoing training of new support hiresWhat We’re Looking ForStrong systems thinking and ops instinctsExtremely organized with great attention to detailCan own ambiguous problems and drive them to doneSharp communicator — clear in writing, fast on SlackFast learner and very comfortable with new toolsStrong managerial instincts: can coach, teach, and unblock others quicklyBonus: background in support, biz ops, consulting, or process-heavy rolesBonus: experience with Zendesk, Intercom, Notion, Retool, JiraBonus: SQL and Sheets fluency (not required)No ego. High ownership. Ready to do what it takesWhy This Role?You’ll be trusted with real ownership from day oneYou’ll get exposure to AI systems, ops workflows, and fast decision cyclesYou’ll help build the internal systems that power a scaling startupYou’ll work closely with product, eng, and exec teamsMotion is committed to creating a diverse and inclusive workplace where everyone is treated with respect and given equal opportunities. We do not discriminate based on gender identity, race, ancestry, disability, religion, sexual orientation, pregnancy status, veteran status, or any other characteristic protected by law. We welcome and encourage all qualified candidates to apply for our job openings. Helpful Links:How Motion OperatesMotion Company Culturehttps://www.usemotion.com

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