The Role
Serve as the front-line expert helping customers and CSMs unblock technical and strategic issues using the Motion platform and AI agents. Triage Intercom/Slack requests, troubleshoot and reproduce problems, train and improve AI agents, surface product feedback, and build systems to reduce recurring issues. Combine product expertise, creative strategy knowledge, and systems thinking to turn stuck customers into confident users and influence product and docs.
Summary Generated by Built In
📣 We're hosting a live CS hiring event on August 7th at 1 pm ET. You'll hear directly from our team about Motion, Runneth, and what we look for when we hire. Can't make it? Register anyway and we'll send you the recording!
Marketing today runs on creative, and the teams doing it best understand that creative is both an art and a science. Rather than shipping ads and hoping they land, they build systems to understand what's driving performance, then turn those insights into repeat successes.
Motion is built to help teams do exactly that. Our platform helps marketing teams understand which of their online ads are performing best and why, so they can ship more winners across Meta, LinkedIn, TikTok, and YouTube.
We found product-market fit as an analytics platform, then dove headfirst into AI over the past couple of years, and that bet is paying off: our valuation has nearly tripled in two years, and we now help some of the world's top ecommerce and DTC brands and agencies, like Vuori, AG1, and HexClad, turn insights into results.
▶️ Learn more about the Motion product AND meet our new AI agent, Runneth 👋
We're an ambitious team with big goals, and we're looking for talented people to help us shape the future of AI-powered marketing! Our founders have built successful companies before, including alongside several of the people now at Motion. A number of teammates chose to build again here — a reflection of the trust, culture, and conviction behind what we’re building.
When a customer hits a wall inside Motion, you're the person who gets them moving again. Platform Experts work with our CSMs to take care of top DTC brands and agencies like Vuori, AG1, and HexClad. Think of it as support, but more strategic. You're not reading from a script or just escalating tickets up a chain. You're figuring out what's actually wrong, fixing it with AI at your side, and teaching the customer about creative strategy along the way. It's the front lines of the company, and the best seat in the house for learning how this industry really works.
Your day starts in Intercom. Every customer conversation ends up there, whether it came in through Slack or the app. You go through the two unassigned inboxes and answer whatever came in overnight. We answer fast; there's a first-response SLA, and we take it seriously. Then you work through your own inbox, which is mostly open loops: a dev you're waiting on, a customer who owes you a screenshot. Some mornings this takes an hour. Some mornings it takes three.
The rest of the day is mostly customer conversations, and the good ones go beyond the question that was asked. Someone asks how to filter a report, and the real answer is how the best brands set up that report so they can make creative decisions faster. You're also the link to product. You track open bugs with the dev team, chase them until they're fixed, and pass customer feedback to the product team to influence the roadmap, because you hear more of it than anyone at Motion.
The downtime in between, you spend training Fin and Runneth (our AI agents) + building new systems. Joel, one of our Platform Experts, recently built a Runneth routine that scans the inboxes overnight and leaves triage notes, so the morning sweep gets a little faster every day. That's really the whole job: answer today's questions well, then build things so tomorrow's questions answer themselves.
The elite of the elite love to be coached hard. They don't just tolerate feedback, they seek it out. They want to get a little better every day, and they treat a tough note on their work as a gift, because it is one.
That's the kind of team we're building. In return, you get real investment: direct coaching from people who've done the job well, fast feedback, and a manager whose superpower is caring deeply and showing it. We don't coach hard because we're harsh. We coach hard because we take your growth seriously, and we expect you to take it seriously too.
If your reaction to that is "finally," keep reading.
How you'll use AI 🤖
Motion went all-in on AI, and the bet is paying off. Our valuation has nearly tripled in two years, and Runneth, our AI agent, is now at the center of how customers work. This role sits in the middle of that.
- Unblock customers stuck with Runneth. When a customer can't get what they need from our AI, you figure out why. Sometimes it's their prompt, sometimes it's their data, sometimes it's their process. You find it and fix it, which takes real creative strategy knowledge, not just product knowledge.
- Troubleshoot with AI. You'll use AI every day to diagnose issues, reproduce problems, and get customers answers in minutes instead of days.
- Make the product click in the customer's real day. The goal isn't a closed ticket. It's a customer who knows how to use Motion tomorrow morning without you.
There are no limits on what you can try here. Every team shares their AI wins, and the good ideas spread fast.
The front lines are intense. Multiple customers, multiple problems, all at once, and the product ships constantly, so what you knew two weeks ago might already be out of date. The people who do well are systems people. They build tight personal systems for tracking issues and spotting patterns, and they turn today's weird edge case into tomorrow's documented fix. You have to enjoy re-learning, and you have to like being the person who figures it out.
This role probably ISN’T for you if:
- You want a quiet support queue and a script to follow
- You get defensive when someone shows you a better way
- You want a playbook that stays the same for six months
- You want AI to stay a nice-to-have rather than a daily habit
- Know the product better than anyone. You’ll know Motion and Runneth inside out, including the edges where things get weird. That knowledge is what makes you valuable to customers and CSMs alike.
- Turn stuck customers into confident ones. Find the real problem fast, fix it, and leave the customer better at their job than before they got stuck.
- Spot patterns before anyone else. You'll see more customer problems than anyone at Motion. Turn that into insights that shape the product, the docs, and how the CS team works.
- Build your creative strategy foundation. Every troubleshooting session teaches you how top brands actually run paid social. Pay attention. It's the raw material for growing here.
There are two kinds of growth here:
- The first is within the role. Nobody has figured out yet what AI-native platform expertise looks like: how one expert with an AI agent supports hundreds of customers, and how that craft changes as the tools do. You'd be one of the first people figuring it out.
- The second is across the company. People grow fast at Motion, and not always in a straight line. We're constantly putting people where their strengths will have the most impact, so teammates have moved between CS, product, and marketing, and sometimes back again as the business changes and needs strengths in different places.
Vamsi grew from this exact role into product management. The foundation you build here? Deep product knowledge and daily customer contact that travels anywhere. Join this team, and you'll grow like crazy. You'll see your impact everywhere: in the product, in how we work, and in customers who are better at their jobs because of you.
- We're fast. Customers hear back in minutes, not hours. When someone's stuck, every minute is a minute their work is blocked.
- We're advocates. We champion our clients internally and always work to understand their perspective.
- We're owners. If a customer is stuck, someone here makes sure they get unstuck, and that someone is usually you.
- No specific years of experience required. We care about trajectory, not resume length.
- Coachability. You seek out feedback, act on it fast, and come back for more. This is the single most important thing we hire for.
- Good bedside manner. You know how to make someone feel taken care of while you fix the problem, so they leave the conversation feeling better than when it started.
- A systems brain. You naturally build processes for yourself, track the details, and hate letting things slip.
- Real curiosity. You're the person asking questions in every meeting and poking at how things work underneath.
- AI as a daily habit. You actively find smarter ways to do your job and stay curious as the tools change.
- Figure it out mentality. You're the one who people go to when they have a problem because even if you don’t know how to fix it, you’ll help them figure it out.
- Bonus points: experience in support, QA, media buying, or paid social; a technical bent (spreadsheets, APIs, light scripting); or time spent inside ad platforms like Meta or TikTok
- Compensation: Competitive compensation including equity for all employees, health benefits from day one, a monthly health & lifestyle stipend, 20 days PTO, and a $1,500 work-from-home stipend
- Remote-first, hybrid optional: Team members across Canada, the U.S., and beyond, with office hubs in Toronto, Montreal, Vancouver, and Porto
- Real momentum: 2.5x YoY growth, $65M+ total raised ($30M Series B), and second-time founders. Several teammates chose to build with them again.
- Low-ego, high-performing team: Ranked #19 on G2's Best Canadian Software Companies for 2026
- Connection: Day-to-day on Roam, an AI-powered virtual office. In person, an annual team offsite and a summer company retreat.
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, with fresh funding ($65M+ total capital raised), we’re building forward from that foundation, taking what we learned to market in a deeply AI-native way.
🌎 Note: For this role, we're hiring in Canada and the United States.
Motion uses artificial intelligence (AI) to support administrative and efficiency-focused aspects of our recruitment process. All interviews and hiring decisions are made by (human) members of the Motion team.
Skills Required
- Coachability (actively seek and respond to feedback)
- Good bedside manner/customer-facing communication
- Systems thinking and process-building
- Curiosity and problem-solving mentality
- Use of AI tools daily and ability to troubleshoot AI agents
- Ability to meet fast SLAs and respond quickly to customer inquiries
- Experience in support, QA, media buying, or paid social
- Technical bent: spreadsheets, APIs, light scripting
- Familiarity with ad platforms (Meta, TikTok, LinkedIn, YouTube)
- Experience using Intercom and Slack for customer communication
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The Company
What We Do
Motion is a creative analytics platform used by ecom and DTC brands like Vuori, True Classic, Ridge, The Farmer’s Dog, HexClad, Jones Road, MUD\WTR, MuteSix, Wpromote, Power Digital, and hundreds more. We bridge the gap between media buyers and creative teams with fast, visual reporting for your Meta, TikTok, and YouTube ads
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