Customer Operations Lead

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: $75K - $125K
• Location: North America

Motion is building a system to manage the future of work, where AI and humans collaborate. Our automated project management software, Motion, eliminates reactive project management by predicting task completion, coordinating individuals, and ensuring no steps are missed. 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 are focused on building agents that work with extreme accuracy and unlock an order-of-magnitude boost in productivity. Motion is an intense, fast-paced environment for those who want to work with top talent, learn fast, and redefine how work gets done.

About the Hiring Manager

Bishop leads Customer Experience at Motion. With a background in FP&A, Bishop is passionate about shaping how work gets done. He has built the customer support and success functions from scratch and is now focused on scaling, automating, and improving quality. He is looking for someone who wants to build systems, workflows, playbooks, and feedback loops, not just execute.

The Role: Customer Operations Lead

Motion is hiring a Customer Operations Lead to scale and improve its support engine. This role involves day-to-day execution, including coverage, ticket routing, and team performance management, as well as owning the systems that support operations, such as macros, workflows, QA reviews, onboarding, and training. A background in CX is not required; business operations generalists or new graduates with strong systems thinking are encouraged to apply. This is an opportunity for high-agency individuals who enjoy fixing problems and want to lead a core function in a fast-moving startup, with potential for rapid growth into management or broader CX leadership.

Responsibilities

• Run the daily operations of the support team.
• Manage workload balancing, shift coverage, and on-call rotations.
• Track KPIs, flag issues, and drive performance improvements.
• Build and maintain SOPs, macros, and internal tools to boost consistency and speed.
• Help lead weekly QA and feedback loops with support representatives.
• Analyze performance trends and propose process or tooling fixes.
• Own the upkeep of the internal knowledge base and training resources.
• Design and maintain dashboards to monitor support performance in real time.
• Audit workflows regularly to eliminate bottlenecks and reduce manual work.
• Coordinate with engineering and product to resolve issues.

Requirements

• Strong systems thinking and operational skills.
• High agency and a proactive approach to problem-solving.
• Desire to build and improve systems, workflows, and processes.
• Ability to thrive in a fast-paced startup environment.
• Curiosity and a passion for making things better.