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. 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. Communicate with customers: 80% via Intercom and 20% via Slack. Use Fin AI to resolve 50% of customer inquiries. Escalate remaining 10% of inquiries to the customer support team. Act as the source of truth for internal technical questions, understanding platform capabilities and best workarounds. Advocate for clients by translating recurring themes and feedback into actionable product ideas. Communicate deeper bugs to the engineering team and provide prompt updates to customers throughout the resolution process. Own and build the knowledge base: create helpful, easy‑to‑follow guides based on conversations. Tools Intercom Retool Linear for ticket submission Slack Claude for troubleshooting Who You Are Resourceful self‑starter who is endlessly curious and eager to learn and teach. At least 3 years of customer‑facing technical support experience. Attentive to details, asks the right questions, and seeks workarounds when encountering roadblocks. Positive, infectious energy in interactions and loves helping people. Comfortable using AI daily. Thrives in a fast‑paced environment with evolving requirements and priorities. Bonus Understanding of the importance of creative in the paid media landscape. Benefits Competitive compensation package including equity, health benefits from day one, a monthly health & lifestyle stipend, 20 days of PTO, and a $1,500 work‑from‑home stipend. Growth opportunities with strong product‑market fit, 2.5x YoY growth, founders’ industry expertise, and $30M in Series B funding. Comprehensive onboarding and individualized learning plan after ramp. Autonomy to become a marketing expert and influence output. Culture of collaboration and transparency – open dialogue and voice heard. Remote‑first with hybrid flexibility across U.S., Canada, and office locations in Toronto, Montreal, Vancouver, and Porto. Annual company‑wide off‑site and winter retreat. Location Motion is fully remote but is looking for someone based in Canada or the United States who can work east coast hours. #J-18808-Ljbffr