Platform Expert

Platform Expert Canada • United States

Customer Success

Remote

Full-time

About Motion 💡

Motion is creating the command center for creative strategists: an AI-driven analytics and intelligence platform that bridges the gap between performance marketers and creative teams, helping them uncover what's working, what's not, and ultimately ship more winning ads across platforms like YouTube, LinkedIn, Meta, and TikTok.

Today, Motion is trusted by some of the world’s top e-commerce and direct-to-consumer brands and agencies (including Vuori, True Classic, The Farmer’s Dog, and HexClad) and has analyzed over $14 billion in media spend. When leading brands want to understand their creative performance, they turn to us.

Our founders have built successful companies before, but what we’re most proud of is who chose to build again with them. 10% of our team worked with our founders at their previous company and followed them to Motion. That kind of loyalty doesn’t happen by accident, it’s built on trust, strong culture, and a shared belief in what we’re creating.

We're growing fast (2.5x year-over-year and now 70+ team members), our product is sticky, and with a recent $30M Series B raise, we're just getting started. We're building the future of creative intelligence and are looking for talented people to help us get there! 🚀

About the role:

🔎 As a Platform Expert at Motion, you'll be at the forefront of our customer engagement. You will make sure our customers can find the info they need when they need it and have a friendly face to reach out to when things come up. We want our Platform Experts to feel like a friendly & helpful teammate vs. a ticket taker.

👋 Whether interacting with curious prospects or established clients, this role is the face of Motion in Slack and our in-app chat.

🔗 You’ll also be the key connector between our engineering and customer success teams ensuring issues are resolved and client feedback is heard.

How you'll make a difference:

• Help our clients resolve any issues or questions through slack, in-app chat, and email. Proactively troubleshoot client issues and work with our developers to implement solutions. • Customer communication is about 80% via Intercom and 20% via Slack

• Fin AI can fully resolve about 50% of customer inquiries

• Customer support team handles about 40% of inquiries

• Fin AI escalation to customer support team: ~10%

• Be the source of truth for internal technical questions. You know the platform’s capabilities (and the best workarounds) better than anyone!

• Advocate for clients by translating recurring themes and feedback into actionable product ideas.

• Effectively communicate deeper bugs with our engineering team and provide prompt updates to the customer throughout the resolution process

• Own our knowledge base. Based on your conversations, build helpful, easy-to-follow guides to answer common questions. Our customers are some of the sharpest in the DTC space and love to find info on their own!

Tools:

• Intercom
• Retool
• Linear for submitting tickets
• Slack
• Claude to troubleshoot issues

Who you are:

• Resourceful, self-starter that is endlessly curious and excited to learn and teach.
• 3+ years of customer facing technical support experience (motivated, passionate, hungry)
• You notice the little things and are constantly curious. You ask the right questions and always try to find workarounds when facing roadblocks.
• You bring a positive, infectious energy to all interactions and love helping people!
• Comfortable use of AI on a daily basis
• You have the ability to thrive in a fast-paced environment with evolving requirements and priorities

Bonus: Understanding of the importance of creative in the paid media landscape

What you'll love about Motion 💜

• Competitive compensation package: We offer competitive compensation, including equity for all employees, health benefits from day one, a monthly health & lifestyle stipend to support your well-being, 20 days of PTO, and a $1,500 work-from-home stipend.
• Growth that speaks for itself: Motion has strong product-market fit, 2.5x YoY growth, second-time founders with deep industry knowledge, and $30M in Series B funding to fuel our momentum.
• Training & development: We have comprehensive onboarding to prepare you to be an expert in our industry and will build an individualized learning plan once you’re fully ramped.
• Expertise & autonomy: You’ll learn to become a marketing expert and have the autonomy to make decisions and influence our output.
• A culture of collaboration & transparency: We value chatting through opinions over top-down decisions, maintain transparency across the organization into decision-making processes, and ensure your voice will be heard if you have any feedback.
• Remote-first with hybrid flexibility: We're a remote-first company with team members spanning Canada, the U.S., and beyond, but also have office spaces in 4 main hubs (Toronto, Montreal, Vancouver, and Porto) for optional hybrid work.
• Team connection: To stay connected in a virtual workspace, we get together at least once yearly for a company-wide offsite (this year, we spent a week by the lake in Muskoka, Canada!) • Virtual: Day-to-day, we use Roam, an AI-powered virtual office platform that fosters spontaneous collaboration, drop into meetings or quick chats, and interact with colleagues for a simulated, "live" digital headquarters.
• In-person: Outside of the option to go to one of our offices, our team gets together for a team offsite once/year, and we have a company retreat every summer.

We closed out 2024 with a $30M Series B raise and strong signals from our customers. In 2025, we built the foundational capabilities our customers rely on, setting the stage for what's to come. In 2026, we’re building forward from that foundation, taking what we learned to market in a deeply AI-native way. The direction is clearer, the stakes are higher, and there’s a lot left to build.

🌎 A note on location: Motion is a fully remote company but we’re looking for someone based in Canada or the United States who can work east coast hours.

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Req ID: R46