About Motion ?
Motion is building the command center for creative strategists: an AI-native platform that bridges the gap between performance marketers and creative teams, so they can uncover what’s working, what’s not, and ship more winning ads across platforms like YouTube, LinkedIn, Meta, and TikTok.
We’re at the forefront of AI as the foundation of Motion. Motion now automatically analyzes and organizes creative at scale, surfaces competitor trends, and is rolling out a persistent creative strategy agent that retains context, runs workflows, and integrates with the tools teams already use.
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 $14B 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.
The people building Motion are deeply embedded in where AI and our industry is heading, and obsessed with closing the gap between what's possible and what's actually shipping in product.
We're a 70+ person team, backed by a $30M Series B, with consecutive record revenue quarters and real momentum.
If you want to work on a hard problem, with people who've done it before, and a product that customers genuinely love - we'd love to connect
▶️ Brief overview of the Motion product from our Co-Founder & CEO, Reza Khadjavi.
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 setting with evolving requirements and priorities
Bonus:
Understanding of the importance of creative in the paid media landscape
📌 Platform Expert (Ottawa)
🏢 Motion
📍 Ottawa